Case Officer

We are seeking a proactive and detail-oriented Case Officer to join our team. In this role, you will assess and process new business cases, ensure compliance with underwriting and regulatory requirements, and support the seamless onboarding of clients. If you thrive in a fast-paced insurance environment and are passionate about delivering accurate, timely decisions, we’d love to hear from you.

About Guardian Life Of The Caribbean Limited

Guardian Life of the Caribbean Limited leads the charge in Life, Health, and Pension solutions throughout the Caribbean Region. Our unwavering mission is to cultivate financial freedom for our stakeholders through transformative interactions, fuelled by the relentless power of technology. With innovation at our core, we strive to redefine the landscape of financial services, empowering individuals, and businesses alike to pursue their dreams with confidence and security.

Job Overview

The Case Officer is responsible for establishing and building a collaborative relationship with the Branch Administrative staff and the Sales Force to ensure the timely processing of New Business transactions.

Job Responsibilities

• Case Management
• Manage pending requirements and ensure the timely receipt / update of requirements on pending applications.
• Process complete applications / increments within service timelines including submission to underwriters where applicable.
• Process and settle underwritten applications within service timelines and ensure correct status is reflected.
• Process “down date” transactions e.g. changes in date of risk, sum assured etc. within service timelines.
• Dispatch of endorsements to branches for Unregistered cases.
• Process requests for conversions within the stipulated timelines.
• Correct all errors identified within specified timelines.
• Process requests for re-dates / reinstatements ensuring that complete applications are sent into Underwriting for review and cases are settled within stipulated timelines.
• Establish and maintain a collaborative relationship with Branch Administrative staff and Sales force to ensure the timely processing of New Business transactions that are assigned.
• BIR Unit (TT) only
• Check all policies listed below which require BIR approval from all Insurance Operations departments to ensure the policies meet BIR guidelines
• Unapproved Corporate Policies
• Transfers, Early Vesting’s Name/Beneficiary Changes
• Surrenders/ Decrements / Lost Policies
• Duplicates / Increases and Re-dates
• Recall Letters
• Process all unapproved contracts from BIR daily and return for approval.
• Meet weekly with BIR to resolve all relevant queries.
• Respond to all BIR related queries from our agents, sales supports and internal staff.
• Reporting
• To efficiently and effectively monitor and action reports for assigned portfolio within turnaround timeframe.
• Submit statistical information for use to Branches/Agents, Leader/Management, as required.
• Query Management
• Respond to both internal and external queries for department within the with customer service standards timelines and ensure all relevant correspondence is uploaded into EDM
• Other Policy Activities
• Process requests for cancellation of policies and dispatch of cheques for both company (File Close) and agent requests (incl. NPWs).
• General
• Communicate recurring errors encountered during the settlement process to Team Leader/Manager.
• Assist Management on Department projects as necessary.
• To perform any other job related duties as assigned by the Team Leader/ Manager.
• Additional duties- Barbados only:
• To verify & Record Rated Premiums on Ingenium, advise the Agents and upload into EDM relevant worksheet and emails inclusive of acceptance.
• Print and assemble contracts, ensuring that they are acknowledged and system updated.
• Dispatch of all endorsements.
• Prepare new registered contracts and increases to send to Inland Revenue.
• Additional Performance Standards BIR Unit only
• Process unapproved contracts within five (5) days of receipt.
• Any other duties assigned by the Team Leader and Manager.
  
  

Education And Experience

• 5 CXC/ CSEC passes Including Mathematics and English Language
• 2 A’ Level/ CAPE passes
• LOMA Level 1, ACS 100 and all related parts
• Certificate in Customer Service
• At least 2 years insurance experience in the Insurance Industry.
• Knowledge of all company products
  
  

Additional Requirement

As a regulated entity with obligations under the Know Your Employee guidelines, a Certificate of Character is required.

Person Specification

The Case Officer must be self-motivated and vibrant. He/ She must be able to demonstrate the ability to use initiative and should possess the ability to work under stress. The Case Officer must be able to effectively, motivate fellow members of staff to perform under stressful conditions. The Case Officer must possess very good communication and interpersonal skills. The incumbent must be able to effectively manage time and resources and must be decisive and therefore must possess the ability to make effective decisions in a prompt manner.

Applications will be treated with the utmost confidentiality.

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