Nurse Case Manager I responsible for performing care management and developing care plans in Virginia. Requires clinical experience and a current RN license.
About the role
- Resolution Manager enhancing advisor and client experience by providing specialized service and operational support. Supporting multiple brokerage platforms and providing expertise for clients and advisors, serving as point of contact for escalated issues.
Responsibilities
- Support and enhance the advisor and client experience by providing immediate specialized service and operational support, as it relates to brokerage platforms, products and services
- Provide high level service to our field and business partners by providing subject matter expertise across multiple brokerage business and advisory programs
- Serve as a central point of contact for escalated advisor and client issues including support of HNW clients and Elite advisor practices
- Provide timely and accurate follow-through to key stakeholder, field leaders, advisors, and staff while ensuring the appropriate communication and closure on all outstanding activities, issues, or concerns
- Serve as an on-team informal leader providing coaching and guidance to others for complex issues
- Partner with our qualifying elite advisors by building strong relationships, proactively communicate with them on industry or policy changes to their book of business and providing ownership and resolution to issues or complex inquiries
- Manage business crisis situations as they arise and provide high touch service on change moments that have high impact to the field
- Lead process improvement initiatives to enhance our client and advisor experience based on the trends, root cause analysis, and feedback we receive from field leaders, advisors, and clients
- Serve as a single point of contact for complex issues for Chairman's Advisory Council (CAC) advisors and staff, including requests to expedite, seek exceptions, and resolve errors
- Collaborate across a cross-organizational team to resolve complex issues for advisors and clients challenging existing policies, procedures or decisions
- Develop, sustain, and maximize relationships with advisors, staff, senior leaders, and Service and Operations business partners
- Provide mentoring, standard processes, and a Single Point Of Contact (SPOC) through change moments to the field and key business partners
- Coordinate conference calls with WMS products and advisor offices that need additional support to navigate change moments and gather the field's feedback for future improvement opportunities
- As business crisis situations emerge; lead, handle, and collaborate with appropriate business partners to implement and provide the required support to clients and advisors
- Take initiative to quickly get up to speed and a become subject matter expert to authoritatively and competently assist clients and advisors to address their needs
- Lead team projects and initiatives or ad hoc projects as assigned
- Present Service & Operations trends, gaps, issues and improvement opportunities to leaders
- Develop, sustain and improve relationships with advisors, staff, senior leaders and Service and Operations business partners
- Partner and influence other business areas on concerns, exceptions, sophisticated issues
- Primary back-up when leader is out of the office and represent leader in meetings as needed
Requirements
- 5+ years of applicable financial services/brokerage experience
- Shown ability to research and resolve sophisticated, high-priority issues in a timely manner
- Shown thought leadership
- A self starter with the ability to balance multiple priorities
- Ability to influence and collaborate with or lead across the organization and at all levels to get results
- Excellent written and verbal communication skills
- Excellent customer service skills that include the ability to explain sophisticated policies in a straightforward, easy to understand manner
Benefits
- health, dental and life insurances
- vacation time
- sick time
- 401(k)
- pay-for-performance compensation philosophy
- variable pay in the form of bonus, commissions, and/or long-term incentives
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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