Ethos Life - Partnerships Case Manager
Requirements
• 2+ years of experience in customer success, account coordination, or client-facing operations (experience in life insurance, fintech, or brokerage operations is a strong plus). • Exceptional communication skills with a proven track record of managing partner expectations and articulating complex resolutions clearly. • Analytical and detail-oriented mindset with the ability to identify trends from daily volume and translate them into actionable operational insights. • Tech-fluent self-starter comfortable learning, switching between, and troubleshooting across multiple software platforms and tools. • Relentless persistence and problem-solving skills; a natural drive to own a problem through completion rather than just passing it off. • Ability to stay organized, composed, and ambitious while managing a continuous, high-volume stream of incoming tasks. • A resilient, positive attitude and a passion for working collaboratively across cross-functional teams like Sales and Support. • #LI-Remote #LI-AG1 • #LI-Remote • #LI-AG1 • The US national base salary range for this full-time position is $49,000 -$87,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. • Please note that the compensation details listed in US role postings reflect the base salary only and do not include applicable bonus, equity, or benefits. • You can find further details of our US benefits at https://www.ethoslife.com/careers/ • Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.
Responsibilities
• Deliver White-Glove Support: Act as the primary dedicated operational touchpoint for premier life insurance agents, providing world-class support on policy-level issues. • Deliver White-Glove Support: • Manage Communications & SLAs: Responsively acknowledge incoming agent inquiries, set clear expectations around Service Level Agreements (SLAs), and systematically communicate case resolutions back to partners. • Manage Communications & SLAs: • Navigate Complex Routing: Efficiently diagnose policy roadblocks, route issues to the correct internal teams, and coordinate cross-functionally across Customer Service and Sales to ensure quick turnarounds. • Navigate Complex Routing: • Drive Persistent Case Follow-Up: Monitor the active pipeline daily, identify stuck or delayed applications, and aggressively follow up internally and externally to clear technical or operational hurdles. • Drive Persistent Case Follow-Up: • Identify Operational Trends: Track, analyze, and report back on recurring case trends, surface localized bottlenecks, and flag platform bugs or processing gaps to leadership. • Identify Operational Trends: • Maintain System Proficiency: Seamlessly operate and navigate across multiple software ecosystems and internal technology platforms to manage and audit client data. • Maintain System Proficiency:
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