Insurance Case Manager

Five Pathways Financial is seeking a highly organized, professional, and customer-focused individual to take on the role of Remote Case Manager - Servicing & Operations. This full-time position is critical to ensuring smooth operations, case management, agent support, and an exceptional client experience.

Location: Remote (U.S.-based, Arizona preferred) 

Job Type: Full-Time 

Pay Rate: $20–$24 per hour, depending on experience level.

At Five Pathways Financial, we specialize in personalized retirement strategies that help clients reduce taxes, reduce fees, reduce risk, and build a more confident financial future. We serve individuals and families in all 50 states, providing guidance across income planning, tax strategies, investment management, healthcare, and legacy planning. We are committed to delivering confidence, clarity, and purpose to our clients.

You will be the central point for both agent and client servicing, managing daily case flow and acting as the primary liaison between agents, clients, carriers, and the IMO (Independent Marketing Organization). This role requires a professional demeanor , high attention to detail , and a proactive approach to maintaining relationships and streamlining processes.

• Manage daily case flow and communication, supporting up to five agents at a time and keeping them updated via Slack and CRM (Redtail) on case progress, tasks, and appointments.
• Ensure agent licensing, Continuing Education (CE), and product training are monitored and kept current.
• Schedule client meetings and policy deliveries, coordinating calendars across the team.
• Reach out to agents to celebrate milestones, close cases, or send notes of encouragement.

• Serve as the first point of contact for clients calling in with requests or questions.
• Provide high-level customer service through clear, timely, and courteous communication.
• Respond to and process client service requests (e.g., beneficiary changes, policy updates).
• Reach out to clients on birthdays, anniversaries, and other life events to offer well-wishes , and plan and assist with creative client appreciation initiatives throughout the year.
• Call clients to confirm or reschedule meetings, annual reviews, or follow-up appointments.

• Join Zoom meetings with clients to support agents during application intake—requires professional appearance and demeanor.
• Make daily follow-up calls and emails to insurance and financial carriers to track requirements, check approvals, and move cases forward.
• Work directly with the IMO to ensure timely application processing and case escalation when needed.
• Call custodians to order or transfer funds.
• Track policy delivery and ensure a smooth transition to the Client Manager post-policy issue.
• Contact carriers to ensure client requests are being completed in a timely manner and help clients set up and navigate online portals with their respective carriers.

• Maintain CRM (Redtail) with accurate notes, updates, follow-ups, relationship details, and document uploads.
• Keep Trello boards and Google Drive organized and up to date.
• Suggest and help implement new systems, tools, or processes to improve the client-agent relationship and support the adoption of new technology or processes to enhance the team's workflow.

• Previous experience in insurance or financial services administration, case management, or operations is preferred.
• Proficiency in Google Workspace , Slack , Trello , and a CRM system (Redtail preferred) , and video conferencing tools.
• Excellent organizational , multitasking , and problem-solving abilities.
• Professional appearance and excellent customer service skills —you will be client-facing on Zoom.
• Self-motivated and disciplined to work independently in a remote environment with minimal supervision.

• 100% remote work environment with flexible scheduling.
• A purpose-driven, supportive, and values-driven, people-first team culture.
• The opportunity to shape systems and create meaningful client experiences , and make a real impact in a growing national firm.
• Competitive compensation and bonus potential , with ongoing professional development and growth opportunities.