Case Advocate - Life New Business

Are you passionate about being part of a team that delivers extraordinary care to help individuals and businesses prepare for and protect their retirement? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

The Case Advocate plays a critical role in ensuring life insurance applications are processed efficiently and accurately by managing documentation, resolving issues, and maintaining proactive communication with producers and partners. This position requires strong organizational skills, attention to detail, and the ability to navigate complex administrative processes while delivering exceptional customer service.

Work schedule: 2 days in office, 3 days remote.

This position will be hired on a Success Flex basis. The hired associate must reside within 35 miles of the following location(s):

Columbus: Three Nationwide Plaza, Columbus OH, 43215

Grandview: 1000 Yard Street Grandview OH, 43215

(Internal Use Only: C3 Pay Band)

Job Description Summary

Processing new life insurance business quickly and efficiently, while providing an exceptional customer experience, requires creativity, top-notch communication and attention to detail. If you thrive in a fast paced, constantly evolving environment, where you can work independently and as a team member, we want to know more about you!

As a Case Advocate, you'll be responsible for the management of life insurance cases from receipt of new applications through policy placement.

Job Description

Key Responsibilities:

• Verifies all documents and information is complete and in good order. Understands, identifies and communicates good order requirements needed to complete the application. 

• Organizes and prioritizes workload to ensure assigned cases are processed, issued, and placed in a timely manner, while maintaining frequent communication to manage expectations appropriately.

• Takes proactive steps to move the process forward, including conducting regular and timely follow-up on all case requirements.

• Resolves issues with new business processing, licensing, commissions, vendors, etc. Provides guidance to producers on application/new business processes, medical requirements, replacements and illustration procedures. 

• Continuously looks for ways to expedite and improve our processes and services.

• Builds and maintains relationships with producers, firms, BGAs and sales partners. Provides assistance/answers questions in a timely manner. 

• Updates policies once approved, so they can be issued.

• Monitors issued cases and ensures all requirements are fulfilled, e.g., delivery receipts, illustrations, amendments, etc.

• Processes requests for any policies not approved or declined by the insured after approval.

• Updates records and sends out documentation for policies placed in incomplete status.

• Reviews matched mail documents and updates files as received. 

• Contacts disbursement department to have internal/external 1035 requests completed.

• Processes payment requests; researches and resolves money discrepancies received.  Generates checks as needed.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager or Director.

Typical Skills and Experiences:

Education: Undergraduate studies preferred. 

Experience: Customer service experience preferred.

Knowledge, Abilities and Skills:  Knowledge of general business practices; Ability to prioritize work; Ability to work independently in a fast-paced environment, maintain focus on critical deliverables, and provide extraordinary care; Ability to make decisions with moderate oversight; Solid verbal and written communication skills to interact with internal and external audiences; Ability to research issues and determine optimal resolution; Decision making skills for problem identification and correction; Discretion while handling confidential matters (e.g., medical records).