Bestow is a leader in the modern life insurance space. As both a direct-to-consumer destination and a leading enterprise SaaS provider, Bestow is on a mission to increase financial stability for everyone. We’re a series-C start-up with a remote/hybrid workforce offering work-life balance and equity to all employees.
ABOUT THE TEAM
Bestow’s Customer Experience (CX) team is committed to delivering an exceptional experience to our customers. Our Customer Care Advisors (CCAs) and Insurance Specialists serve as the voice of our customers and address customer inquiries quickly, efficiently, and with empathy.
We are looking for an Insurance Specialist to join the team! Our ideal candidate is a customer-obsessed, empathetic team player who desires to deliver a world-class customer experience. You enjoy helping others protect their financial future while growing their own. You have experience contributing your talents to a customer-facing service team. You are a strong communicator who demonstrates empathy while interacting with customers. You work with a sense of urgency and know when to escalate an issue for a quick resolution. You are an excellent team player committed to the success of the team, department, and organization.
This role reports to the Manager of New Business and AX (Agent Experience)
ABOUT THE ROLE
- Take the time to understand the unique needs of our customers when guiding each family to the proper amount of life insurance coverage.
- Make outbound warm calls daily to mostly approved applicants who may need additional help with their decision to purchase protection.
- Conduct field underwriting and quoting.
- Help our customers by facilitating discussions about how life insurance can meet their unique financial needs.
- Deliver a best-in-class omnichannel (phone, chat, email) customer experience for Bestow’s valued customers.
- Promptly answer all calls, emails, and chats on all CX, AX, Internal Sales, and Claims lines within our stated service level agreements.
- Promptly and accurately, based on current department training manuals and guidelines, document the handling of all interactions and final disposition of all interactions in the CRM and/or Admin portal (based on the nature of the interaction); this includes attaching all call recording downloads into the correlated case.
- Work towards swift resolution of customer issues that can’t be resolved during the initial call by raising a JIRA ticket or submitting an escalation request
- Diligent follow-up and follow-through of any submitted escalations or JIRA tickets through the completion
- Active participation in team meetings, projects, and initiatives, as assigned
- Proactively communicate with team members when there’s a need to step away and exit the omnichannel platform to ensure proper coverage across all lines.
- Partner with other business units to improve workflows and provide insights useful for product development/improvement
- Submit process improvement suggestions and/or solutions identified through day-to-day interactions with leadership.
- Help with training and be a life insurance resource to the team when necessary and as requested.
- Independently maintain a schedule for required continuing education for active life & health licenses.
YOUR EXPERIENCE
- 3+ years of life insurance sales experience, especially selling via telephone.
- Multi-product sales experience involving a blend of individual life and annuity products in the term and permanent LOBs. Experience in both individual and group, LTD, STD, living benefits, and health insurance is a plus.
- Moderate to strong knowledge base of life insurance customer issue types and customer-facing operations processes and workflows
- Strong customer relations skills and a passion for working directly with customers
- Ability to diagnose and solve problems autonomously
- Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves
- Ability to work in a fast-paced environment and comfortable with ambiguity and changing priorities
- 2+ years experience in a customer service team environment
- Experience working with customer service tools (CRM, phone, etc.) required
- Valid life insurance license (or the ability to become licensed) required
- Insurance, fintech, Insurtech, and/or other highly-regulated industry experience strongly preferred
- Possess effective communication skills, both written and verbal
- Bilingual – Spanish, preferred
$62,000 – $80,000 a year
Starting compensation may vary based on geographic location, work experience, and skills.
TOTAL REWARDS
Competitive salary and equity-based on role
Flexible PTO plan
100% paid premiums for medical, dental, and vision insurance
Paid parental leave
Annual lifestyle spending account to support your physical, emotional, and financial wellbeing
Flexible work-from-home policy and open to remote
We are proud to prioritize the employee experience at Bestow and to see that awarded by our team members and the industry:
Best Place for Working Parents 2023
Great Place to Work Certified, 2022 + 2023
Built in Best Places to Work, 2022 + 2023
Fortunes Best Workplaces in Texas 2022 + 2023
Fortunes Best Workplaces in Financial Services and Insurance 2022 + 2023
Forbes Best Startup Employers 2022
Fortune Best Medium Workplaces 2022
Best Workplaces for Millennials 2022