Insurance Case Manager

Ethos-Life; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Ethos-Life in San Francisco is seeking an Insurance Case Manager to own a portfolio of pending life insurance applications, diagnose blockers, and drive cases to issue by coordinating with underwriting, new business, policy administration, and agents.

You will analyze trends across the pending book, lead carrier calls, and build reporting in Salesforce and analytics tools to identify systemic improvements.

Qualifications

• Significant experience in life insurance new business, case management, underwriting support, or policy administration.
• Demonstrated ability to work independently: manage a portfolio, prioritize by urgency and impact, diagnose blockers, and drive resolution with minimal oversight.
• Experience partnering directly with carrier underwriting or new business teams to resolve outstanding requirements or blockers.
• Strong analytical skills to identify patterns and trends across a portfolio of cases, not just individual cases.
• Salesforce experience strongly preferred.
• Experience with Mode, Hex, SQL, or similar analytics/reporting tools is a plus.

Responsibilities

• Own and actively manage a portfolio of pending or stalled life insurance applications, with initial focus on Indexed Universal Life (IUL).
• Investigate root causes of cases and determine next actions to move each case forward.
• Collaborate with underwriting, new business, policy administration, sales/agent, and carrier teams to resolve blockers and drive cases to issue.
• Lead recurring carrier calls focused on pending status, aging, blockers, and resolution plans.
• Maintain accurate case status and documentation in Salesforce and internal systems.
• Build and maintain reporting on pending inventory, aging, case stage, blockers, carrier, product, and outcomes.

Skills

Life insurance

Case management

Underwriting support

Policy administration

Analytics

Salesforce

Tools

Salesforce

Mode

Hex

SQL

Job description

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About the role

We're looking for an Insurance Case Manager to own a portfolio of pending applications, investigate why they're stuck, and drive them to resolution by working directly with carriers, underwriting, new business, policy administration, and agents. This is not a traditional case-processing role: we need someone who can diagnose the root cause of individual cases while also using data across the full pending book to identify systemic patterns and recommend process improvements.

Duties and Responsibilities:

• Own and actively manage a portfolio of pending or stalled life insurance applications, with an initial focus on Indexed Universal Life (IUL)
• Develop a working understanding of the full application-to-issue lifecycle in order to identify exactly where and why individual cases are getting stuck
• Independently investigate complex cases, determine root cause, and identify the appropriate next action to move each case forward
• Work across underwriting, new business, policy administration, sales/agent, and carrier teams to resolve blockers and drive cases to issue
• Lead recurring calls with carrier partners focused on pending case status, aging, blockers, and resolution plans
• Escalate appropriately when carrier-side or internal intervention is required to unblock a case
• Maintain accurate, up-to-date case status, actions, and documentation in Salesforce and other internal systems
• Use Salesforce, Mode, and Hex (or similar tools) to research individual cases, reconcile information, and analyze trends across the pending portfolio
• Build and maintain reporting on pending inventory, aging, case stage, blockers, carrier, product, and outcomes
• Identify systemic trends across the book of pending business rather than treating each case in isolation
• Partner with operations, product, and systems teams when cases are affected by system defects, workflow gaps, or process limitations
• Recommend and help implement process improvements based on recurring failure points

Qualifications and Skills:

• Significant experience in life insurance new business, case management, underwriting support, or policy administration, with strong working knowledge of life insurance products and the application-to-issue lifecycle
• Demonstrated ability to work independently: given a portfolio of pending cases, able to prioritize by urgency and impact, diagnose blockers, and drive resolution with minimal oversight
• Experience partnering directly with carrier underwriting or new business teams to resolve outstanding requirements or case blockers
• Strong analytical skills, with the ability to identify patterns and trends across a portfolio of cases rather than only resolving cases individually
• Salesforce experience strongly preferred
• Experience with Mode, Hex, SQL, or similar analytics/reporting tools is a significant plus
• Excellent written and verbal communication skills, including experience leading or participating in carrier-facing calls
• Comfortable operating in a fast-paced, evolving environment and adapting to new products and carrier processes
• Experience with Indexed Universal Life (IUL) products specifically is a plus

The US national base salary range for this full-time position is $90,000 - $120,000. 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.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com. We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.