Case Manager

Location: Dublin Hybrid 50% home/Office

Royal London Ireland is seeking to hire a Protection Case Manager to join our growing team. This is an excellent opportunity for someone who is passionate about delivering exceptional service and building strong broker relationships within a supportive and collaborative environment.

Our Case Managers play a key role in supporting brokers, policyholders and our Sales team, ensuring that protection business is managed efficiently from application through to policy issue. They act as a trusted point of contact, providing proactive support while helping brokers navigate queries, underwriting requirements and policy administration activities.

The team's primary function is to provide an excellent, efficient and professional service to brokers. Alongside this, we focus on developing strong relationships that complement the work of our Broker Consultants and reinforce Royal London Ireland as the provider of choice in the protection market.

Key Responsibilities

• Help to develop and maintain strong broker relationships, delivering a high standard of service and support.

• Provide proactive support to brokers and act as a key point of contact for protection related queries.

• Support the Sales Team through effective administration and case management.

• Process new business applications accurately and efficiently.

• Manage queries from brokers and policyholders, ensuring timely and professional resolution.

• Adhere to Treating Customers Fairly principles, the Consumer Protection Code and Royal London values.

• Work collaboratively in the Case Management team and wider business to deliver positive outcomes for customers, brokers and the business.

Essential Criteria

• High level of accuracy and attention to detail.

• Courteous, professional telephone manner with a strong customer service focus.

• Excellent communication and relationship-building skills.

• Strong organisational and administration skills.

• Ability to manage multiple priorities while meeting deadlines and service standards.

• A collaborative and flexible approach to working within a team environment.

Desirable Experience

• Experience within the Life Assurance or Protection market.

• Experience in Life Assurance administration, policy servicing or new business processing.

• Experience supporting brokers, intermediaries or financial advisers.

Qualifications

• APA (Life) or QFA qualification is desirable.

• Candidates who do not currently hold the relevant qualification must be willing to obtain it within 12 months of joining Royal London Ireland.

About Royal London Ireland

Based in St Stephen's Green in Dublin, Royal London Ireland is a fully owned subsidiary of the Royal London Mutual Insurance Society Limited, the largest mutual life, pensions, and investment company in the UK. We are authorised by the Central Bank of Ireland and provide protection products through Financial Brokers across Ireland. Our excellent customer service and mutual mindset means we take a longer-term view and focus on providing best customer outcomes.

Our culture is welcoming and friendly; we aim to make you always feel included. We encourage applications from those who may be on extended career break or from different work sectors and seeking to move into financial services. We are open to discussing flexible work arrangements.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance allowance.

Inclusion, diversity and belonging

We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.

Controlled Functions - some of our roles are 'controlled functions' as defined by the Central Bank Reform Act 2010 Central Bank Reform Act 2010 (Sections 20 and 22) Regulations and 2011 (S.I. No. 437 of 2011), as amended. If a vacancy is for a Controlled Function (CF), it will state this in the job title above. For CF roles, appointment will be conditional on Royal London Ireland being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank of Ireland; as well the Minimum Competency Code Requirements, as applicable for the role.