Senior New Business Case Manager II - Edward Jones

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. 

We’re actively seeking a talented Senior New Business Case Manager II (S4)  to join our Edward Jones team. This position is remote.

As a Senior New Business Case Manager II (S4), you will play a pivotal role in advancing Pacific Life’s mission while fostering your own career development. Drawing on your deep expertise and experience in senior case management—as well as your ability to mentor and support others—you will contribute significantly to the organization’s success. This newly established role is part of a close-knit, collaborative team of 3 to 5 professionals within the CMD division, which includes both New Business Case Manager I and II positions. The Edward Jones team is built on a foundation of mutual support and continuous learning, embracing challenges to consistently elevate the customer experience.

How you’ll help move us forward:

• Acts as expert to others in the department on new business processes and participates in projects and initiatives as assigned.

• Keep current on processing and support department with surge needs.

• Evaluate and analyze special (non-routine) requests and independently provide recommendations and solutions which consider impacts to the customer and organization, as well as industry regulations and legal liability.

• Process the most complex business transactions and case work independently.

• Identify knowledge gaps and make training recommendations and/or communication needs to management.

• Assists with workflow management such as resource allocation and queue/role coverage.

• Works closely with management and trainers to provide feedback and identify trends and knowledge gaps of associates as well as processes and/or procedures.

• Identify technical issues and logs appropriately.

• Provides suggestions for process improvements that enhance customer experience.

• Able to run team meetings, represent supervisor in daily ops and other meetings.

• Generates reports to management with a sense of urgency without losing attention to detail with the ability to multi- task.

Department Collaboration:

• Maintains positive and professional interactions with peers, trainers, internal customers, and leaders across all activities; Effectively collaborates to overcome challenges.

• Serves as a strong business partner due to established and effective business relationships with internal and external customers/partners.  Can represent the team and supervisor through decision making that aligns with department/divisional goals and customer needs.

• Leaders are kept informed on activities, decisions, and status of project work and other work.  

• Leverage "Leader as Coach" focused-professional competencies, provides formal peer mentorship when Supervisors identify staff in need of additional coaching support.  Aligns to peer’s development goals, providing guidance and building their ability to independently meet objectives.  Provides updates to leaders throughout process.   

• "Leader as Coach" competencies link

The experience you bring:

• Mastery of foundational case manager functions.

• Build knowledge of complex/advanced functions as assigned.

• Proficient in all work/call quality.

• Ability to work effectively in a team environment.

• Experience working successfully with a variety of customers, preferably within the financial services industry. 

• Ability to complete assignments in a high-volume, fast-paced environment, balancing accuracy, speed, and thoroughness. 

• Clear verbal and written communication skills.

• Demonstrates ability to work with greater autonomy (problem solving, using resources, decision making, technical expertise)

• Deals effectively with ambiguity.

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