About the Role
Bilingual Customer Success Specialist (remote)
Remote in Canada
Customer Success
Full-time
Remote
Overview of the role:
Join us at PolicyMe! We’re modernizing insurance and we’d like your help. The Canadian insurance landscape has remained largely unchanged for decades and we are in the process of changing that. We’re a remote-first, Toronto-based startup with big ambitions.
We seek a highly organized, results-oriented, and empathetic Bilingual Customer Success Specialist to join our team. On a typical day, you’ll be asked to provide top-notch assistance to our Advisor Team while supporting our customers through the life insurance application process – from submission through underwriting to approval. You’ll spend your days advocating for customers and communicating with our partners.
We want to hear from you if you have superb attention to detail, a positive attitude, effective problem-solving skills, and a passion for helping clients! You will be working in a fast-paced environment and responsible for a high volume of policy-servicing requests in a day. To succeed in this role, you should be highly organized.
What you’ll be doing:
- Manage our caseload of in-process life insurance applications through the underwriting process
- Master all our workflows, application and underwriting processes, and the software systems necessary to carry out your responsibilities
- Coordinate with clients and vendors to schedule and track medical exams
- Order and obtain underwriting requirements from the client (Attending Physician Statements or Motor Vehicle Reports)
- Track missed payments and work with clients to update their billing information when needed
- Report back underwriting codes to the Medical Information Bureau through their data input process
- Administrate policy change requests like address updates and beneficiary updates
- Complete all record-keeping processes for in-force policies and terminations
- Maintain accurate policy records and transactions with client interactions
- Collaborate on cross-functional projects with other operations teams (sales, customer service, customer success, and quality assurance) to ensure a seamless and transparent customer experience and to help improve our processes
What we are looking for:
- Reports To: Customer Success Specialist Team Lead
- 0-2 years of relevant work experience in service or sales preferably with a Bachelor’s degree (This role is open to new & recent grads!)
- Intermediate Google Suite skills (Docs, Spreadsheets, etc.)
- Extraordinary communication skills in English and French (both verbal and written)
- Empathy with people’s pain points and difficulties
- A desire to learn and take on new challenges, all while multi-tasking in a fast-paced environment
- Honesty and integrity – no cutting corners or compromising the integrity of our customers
- An openness to take on additional tasks that may not fall under your job scope to help the team and support your own growth