Operations Specialist

ABOUT THE ROLE

Bestow’s Customer Experience (CX) team is committed to delivering an exceptional experience to our customers. Our Operations Specialists serve as advocates for our customers and address their inquiries and service requests quickly, efficiently, and with empathy. Reporting to the Post-Issue Manager, CX, the Operations Specialist will support our ever-growing customer base’s policy administration needs as we democratize life insurance to families everywhere.

The ideal Operations Specialist candidate will provide exceptional customer service while handling various policy administration tasks. This role is crucial in facilitating timely and accurate policy changes and requests, especially during critical times like a policyholder's death. Effective communication is essential, particularly when service level expectations can't be met. This role directly impacts the company's reputation, as timely and careful handling of policy administration is vital to maintaining a positive brand image.

This role is open to Remote (US) or hybrid in our Dallas, TX headquarters.

WHAT YOU’LL DO

• Act as an advocate for our agent partners by supporting the operational execution of a wide variety of administrative functions such as processing physical and digital mail, policy changes, loan processing, disbursements, running daily/weekly/monthly reports, key control performance monitoring, and other work as defined by your supervisor

• Respond to inbound customer inquiries via USPS mail, phone, website chat, text, and email within established and agreed upon service levels

• Work closely with customer care advisors, underwriters, and engineering support teams to share feedback on where customers experience issues with our products or processes

• Support the maintenance and documentation of standard operating procedures to increase efficiency of our rapidly scaling team

• Make recommendations for business and process performance improvements

• Participate actively in team and individual meetings on video or in-person

• Co-lead post-issue administration related initiatives and projects

• Ensure compliance with industry regulations and company policies

• Support audits by providing necessary documentation upon request

• Maintain accurate and up-to-date records in internal systems

• Facilitate communication between customers, agents, and internal teams to resolve inquiries

• Ensure timely follow-up on policy status, claims and claims-related functions (i.e. FNOL), and service requests.

• Collaborate with underwriting, claims, and finance teams to achieve business objectives

• Contribute to cross-functional projects and initiatives

WHO YOU ARE

• 1+ years experience supporting customers either directly or indirectly

• Proven track record of delighting customers and delivering projects on time

• Excellent communication skills, both verbal and written

• Strong time management skills

• Highly adaptable to a rapidly changing work environment

• Ability to communicate effectively with different personality types and roles (e.g., engineers, designers, customers)

• Previous experience working in insurance a plus

• Previous experience working with Salesforce and Dropbox or HelloSign preferred

• Knowledge of life insurance regulations preferred

• Ability to identify and respond to potential insurance fraud or suspicious activities

• Knowledge of death claims handling and protocol preferred

• Competitive salary and equity based on role

• Flexible work-from-home policy and open to remote

• Employee-led diversity, equity, and inclusion initiatives

Recent Employer Awards include:

• Best Place for Working Parents 2023 + 2024 + 2025

Thanks for considering a job at Bestow!