Insurance Case Manager

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