Layla Cortes

Manage high-volume case workloads by reviewing and processing documents submitted by BGAs to ensure all requirements are met for issuing life insurance offers.

Serve as the primary point of contact for Brokerage General Agencies (BGAs), reviewing incoming documents and verifying that all underwriting requirements are met to support timely life insurance offer decisions. Maintain accuracy and efficiency in a fast‑paced, deadline-driven environment.

As a Senior Case Advocate for New Business – Life, I manage a high-volume pipeline of life insurance applications by partnering closely with Brokerage General Agencies (BGAs). I review, validate, and process all submitted documents to ensure they meet underwriting and compliance requirements needed to generate accurate and timely offers for clients. My role requires strong attention to detail, clear communication with external partners, and the ability to work efficiently in a fast-paced environment to keep cases moving toward approval.

In my current role we speak with Life insurance agents who are out in the field submitting business to Nationwide. When they need status updates we advise where they are in the process.

• Handles English, Spanish, and Digital Interview phone queues.
• Helps evaluate potential hires, especially those who are bilingual.
• Serves as a mentor for new hires coming out of training. They shadow to learn call flow and system usage.
• Serves as a huddle leader providing updates, changes, and shout outs.
• Helps leading the team chat as chat captain.