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Case Manager

Date: 29-May-2021

Location: Dublin, IE

Company: Royal London Group

Job Title: Case Manager

Location: Dublin

Contract Type: Permanent

Closing Date: 25th June 2021


Royal London has a history of protecting its customers and their families in Ireland for over 180 years. Before our name was Royal London, we traded as Caledonian Life. We became part of Royal London Group following the acquisition of Royal Liver in July 2011. In December 2014, we rebranded to the Royal London name and look.


In January 2019, we established as a subsidiary regulated by the Central Bank of Ireland; find out more about our story and our parent Royal London Group.


We’re dedicated to selling market-leading protection policies and our products are only available from authorised Financial Brokers, who offer impartial financial advice to best meet customer needs.


Maintaining the Spirit of Royal London is of paramount importance to us as we face new and different ways of working. That is why we are embracing technology throughout our recruitment process to support interactions. As you embark on your journey with us, we will engage with you via email, telephone, and video to ensure we all remain safe. We are committed to wellbeing and at this challenging time, it remains our priority.


The purpose of the role of Case Manager is to develop broker relationships to offer excellent service which will promote Royal London as their provider of choice for protection products. 


The Case Manager provides administrative support to our brokers and Sales team as well as making regular, proactive contact to a panel of brokers to ensure they have accurate and up to date information on all their cases alongside issuing policy documentation and underwriting


Key responsibilities

  • Develop broker relationships to offer excellent service which will promote Royal London as their provider of choice for protection products. 
  • Providing the first point of contact with Brokers and developing and maintaining positive professional relationships with them and all points of contact
  • Providing administrative support for and on behalf of the Sales Team
  • Delivering excellent customer service when dealing with varied and complex enquiries from Brokers and policyholders
  • Liaising with internal departments to provide service to meet Broker’s expectations
  • Proactively and positively promoting the company’s proposition from a service perspective
  • Efficiently and effectively processing policy documentation and underwriting requirements.
  • Ensure all activities are carried out in full accordance with Treating Customers Fairly principles, the Consumer Protection Code and Royal London values
  • Effective planning of workload to ensure SLAs are met.


Essential Criteria

  • High level of accuracy with regards to documentation produced and information given to our brokers
  • Courteous, professional telephone manner, offering a high level of customer service
  • Excellent communication and relationship building skills
  • Strong influencing skills - capable of resolving general Broker queries
  • High level of accuracy with regards to documentation produced and information given to our Brokers.
  • The ability to successfully manage customer relationships and provide excellent customer service
  • Understanding the importance teamwork plays in achieving a common goal for our Brokers and the business
  • Ability to work on your own initiative and be able to work as part of a small professional team
  • Ability to meet deadlines/ SLAs and manage pressure/ priorities.


 Desirable Criteria

  • APA Life
  • If not already, a willingness to become qualified within 18 months of joining Royal London
  • Experience in the Life Insurance/ financial services sector in a customer/ Broker facing role an advantage


What we offer

  • We've always been proud to reward employees by offering a number of benefits such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing 
  • Our culture comes from within, or to put it another way, it comes from our people. It’s what makes Royal London a great place to work.
  • Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return.
  • Glassdoor have again ranked as among the best places to work.    


 We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.


In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it’s good for our people and good for our customers too, because our workforce should reflect our communities.


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