Underwriting Support Specialist

Our Story Imagine being part of a team that s not just shaping the future but actively driving it. At Davies North America, we re at the forefront of innovation and excellence, blending cutting-edge technology with top-tier professional services. As a vital part of the global Davies Group, we help businesses navigate risk, optimize operations, and spearhead transformation in the insurance and regulated sectors. What's in Store We are on the lookout for an experienced Underwriting Support Specialist to join our team! As the Underwriting Support Specialist, you will serve as a critical partner to the underwriting team, specializing in telephonic medical interviewing, case preparation, and underwriting support for life, disability, and long-term care insurance applications. This role is heavily focused on conducting structured applicant interviews, gathering detailed medical and lifestyle information, managing underwriting requirements, and ensuring cases are complete and decision-ready for underwriters. The position combines customer interaction, investigative interviewing, and case management. The ideal candidate is detail-oriented, empathetic, highly organized, and comfortable handling sensitive health-related conversations in a professional and compliant manner. Key Responsibilities Medical Interviewing • Conduct structured telephonic medical history interviews with insurance applicants in a professional, compliant, and empathetic manner • Gather detailed information related to: medical history, conditions, treatments, and medications, lifestyle factors including tobacco, alcohol, and hazardous activities, and occupational, financial, and income-related information • Probe appropriately to clarify incomplete, inconsistent, or unclear information • Accurately document interview responses within underwriting systems and workflows • Maintain professionalism and confidentiality during sensitive health-related discussions Requirement Management & Case Preparation • Review applications for missing or incomplete information prior to applicant interviews • Order, coordinate, and track underwriting requirements including: attending Physician Statements (APS), paramedical exams and laboratory requirements, prior or concurrent application data and supplemental questionnaires and follow-up documentation • Monitor outstanding requirements and proactively follow up to avoid processing delays • Ensure cases are complete, organized, and underwriting decision-ready Collaboration & Case Support • Partner closely with underwriters to: clarify case details, identify outstanding requirements and escalate complex or unusual findings • Communicate with agents, applicants, medical vendors, and internal stakeholders to obtain necessary information • Maintain alignment with underwriting guidelines, service expectations, and workflow standards Quality & Compliance • Maintain high standards of accuracy, documentation quality, and regulatory compliance • Follow established interview protocols, underwriting procedures, and workflow processes • Participate in quality reviews, coaching, and continuous improvement initiatives • Ensure confidentiality and proper handling of sensitive applicant information Skills, knowledge & expertise • 2+ years of experience in either: insurance, healthcare and/or financial services • Call center or customer-facing phone environments • Strong verbal communication and active listening skills • Ability to manage sensitive medical or personal conversations professionally • Strong attention to detail and documentation accuracy • Comfortable working within structured systems and workflows • Strong organizational and time management skills Preferred Expertise, Skills, and Abilities • Experience supporting life, disability, or long-term care insurance underwriting • Familiarity with medical terminology • Experience with underwriting, case management, or policy administration systems • Prior tele-interviewing or insurance intake experience Equal Employment Opportunity & Legal Notices Benefits At Davies North America, we are dedicated to supporting the well being and future of our qualifying employees. Our comprehensive benefits package includes: • Medical, dental, and vision plans to support your health and that of your family • A 401(k) plan with employer matching • Time off policies, including Discretionary Time Off (DTO) for exempt employees and Paid Time Off (PTO) for non exempt employees • Paid holidays • Life insurance and short term and long term disability coverage Benefit offerings, eligibility, and required employer contributions may vary based on role, classification, and applicable federal, state, and local laws, including those tied to an employee s primary work location. Where required by law, the Company provides paid sick leave, paid family and parental leave, and other mandated benefits in accordance with applicable state and local requirements. Diver...