Partnerships Case Manager

About the role

This role serves as a vital link between our sales force and our most important life insurance agent partners. You will provide exceptional, policy-specific support to ensure a premium experience for these key relationships. Your work will also involve identifying areas for improvement within our systems and processes.

Key facts

What you'll do

• Serve as the main point of contact for premier life insurance agents, addressing policy-related concerns with high-quality service.
• Manage agent inquiries by acknowledging them promptly, communicating expected timelines, and informing them of case resolutions.
• Troubleshoot policy issues, direct them to the appropriate internal departments, and collaborate with Customer Service and Sales teams for swift outcomes.
• Proactively track ongoing cases, identify stalled applications, and follow up diligently to overcome any technical or operational obstacles.
• Analyze recurring case patterns, highlight process slowdowns, and report system defects or processing gaps to management.
• Become proficient in using and navigating various software systems and internal technology to manage and verify client data.

Requirements

• A minimum of 2 years in customer success, account coordination, or client-facing operational roles.
• Strong communication abilities, with a demonstrated capacity to manage partner expectations and explain complex solutions clearly.
• An analytical and detail-focused approach, capable of spotting trends in daily work and translating them into practical operational suggestions.
• Comfortable learning, switching between, and troubleshooting multiple software applications and tools.
• A persistent problem-solver who takes ownership of issues until they are fully resolved.
• Ability to maintain organization, composure, and drive while handling a constant volume of tasks.

Nice to have

• Prior experience in the life insurance, fintech, or brokerage operations sectors.

Skills & tools

• Proficiency across multiple software platforms and internal technology systems.

Practical notes

• US national base salary range: $49,000 - $87,000.
• Compensation details reflect base salary only; bonus, equity, or benefits are separate.
• Further US benefits information available at ethoslife.com/careers.
• All legitimate communications from Ethos will come from email addresses ending in @ethos.com or @getethos.com.
• Ethos will never request payment, banking details, or sensitive personal information during the hiring process.