Customer Experience (Cx) Supervisor

About Bestow

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 service experience to our policyholders, affiliated life insurance agents, and enterprise partners. The CX team is composed of a team of Customer Care Advisors (CCAs), Customer Service Associates (CXOs), and Internal Sales Agents (ISAs) who serve as the voice of our customers and address inquiries and process policy changes quickly & efficiently. Reporting to the CX Director, the CX Supervisor will directly lead our CCAs and provide indirect leadership and support to our CXOs & ISAs, each team collectively supporting our ever-growing customer base as we continue to automate and streamline business processes, enabling us to increase operational efficiencies throughout the Insurance Operations organization.

About The Role

• Daily oversight of incoming and outgoing work items to ensure consistency and processing within company/partner/department guidelines and service levels
• Establish & assign committees to project work & initiatives, establish target/completion dates, and conduct User Acceptance Testing & Signoff.
• Help to simplify operational process documentation to streamline the overall onboarding of new insurance features, products, and partners, and related work.
• Partner closely with the New Business/AX Manager on related processes & to build team cohesiveness
• Assess individual and team performance.
• Serve as a subject matter expert for life insurance, in-force policy administration, and call center oversight.
• Identify, communicate, and direct process/policy improvement opportunities & develop a plan to implement improvements.
• Regularly engage with CRM administrator to ensure optimized platform use and improved connectivity with PAS and telephony systems.
• Apply industry and insurance product knowledge during regular collaborative engagements with Engineering teams on self-serve and Policy Admin System (PAS) platform enhancements & improvements needed to streamline the customer, life insurance agent, and enterprise partner experience.
• Conduct regular 1:1's (provide coaching, feedback, and identify development opportunities)
• Coordinate and conduct team and new employee onboarding & training.
• Remotely manage a team of Customer Care Advisors via various real-time dashboards as they interact with customers, prospects, and applicants via our omnichannel platform.
• Partner closely with external vendors/professional services to ensure agreed-upon services are being built and rendered as expected, review new services or products, and address any issues or concerns.
• Attend weekly project meetings to provide status updates to stakeholders on deliverables, action items, and next steps.
• Directly lead Customer Experience for Bestow, TPA & Bestow Life Insurance Co. (50% of role)
• Escalation of high-priority tickets & cases needing resolution
• Support, lead and co-lead various operational projects and initiatives through implementation during onboarding new enterprise partners and insurance products.
• Occasionally operate in a player/coach capacity by helping to provide coverage when necessary through chat, email, and phone.
• Review of new partner agreements and insurance contract provisions to understand existing capabilities vs. needs
• Constant availability to team members for support, training, and troubleshooting
• Support Enterprise Partner, Product, and Professional Services Onboarding, optimization & scalability (50% of role)
• Work with internal and external business partners to create workflows and draft departmental procedures that align with partner agreements & business objectives.

THIS ROLE REPORTS TO

• Sr. Director, Customer Experience

Your Experience

• Carrier, Enterprise Partner, & Vendor Relationship Management
• Direct People Manager
• Create, modify, and maintain business workflows, processes, and procedures
• Conflict resolution and escalation management
• Proficient with Google Apps, Zoom, and online chat/communication tools
• Project Management & User Acceptance Testing
• Comfortable with coordinating and conducting individual and team training
• Call-Center management (2+ years)
• Deep knowledge and expertise in term and permanent life insurance products (5+ years)
• Claims experience is a strong plus
• Ability to track key metrics and consistently meet established Service Level Agreements (SLAs)
• Inforce policy administration, i.e., processing loan disbursements, cash value surrenders, explaining policy features, performance, etc. (preferably at the carrier level) (5+ years)
• Ability to perform research and analysis of complex items and develop & implement solutions

$90,000 - $100,000 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

Great Place to Work Certified 2023

Built in Best Places to Work 2023

Forbes Best Startup Employers 2022

Best Place for Working Parents 2022

We value diversity at Bestow. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.