Operations Specialist

BESTOW CUSTOMER EXPERIENCE OPERATIONS SPECIALISTBestow'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 DoAct 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 supervisorRespond to inbound customer inquiries via USPS mail, phone, website chat, text, and email within established and agreed upon service levelsWork closely with customer care advisors, underwriters, and engineering support teams to share feedback on where customers experience issues with our products or processesSupport the maintenance and documentation of standard operating procedures to increase efficiency of our rapidly scaling teamMake recommendations for business and process performance improvementsParticipate actively in team and individual meetings on video or in-personCo-lead post-issue administration related initiatives and projectsEnsure compliance with industry regulations and company policiesSupport audits by providing necessary documentation upon requestMaintain accurate and up-to-date records in internal systemsFacilitate communication between customers, agents, and internal teams to resolve inquiriesEnsure 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 objectivesContribute to cross-functional projects and initiativesWho You Are1+ years experience supporting customers either directly or indirectlyProven track record of delighting customers and delivering projects on timeExcellent communication skills, both verbal and writtenStrong time management skillsHighly adaptable to a rapidly changing work environmentAbility to communicate effectively with different personality types and roles (e.g., engineers, designers, customers)Previous experience working in insurance a plusPrevious experience working with Salesforce and Dropbox or HelloSign preferredKnowledge of life insurance regulations preferredAbility to identify and respond to potential insurance fraud or suspicious activitiesKnowledge of death claims handling and protocol preferredTOTAL REWARDSAt Bestow, we're proud to be awarded for our team members, innovative products, and culture. Our standard benefits include:Competitive salary and equity based on rolePolicies and managers that support work/life balance, like our flexible paid time off and parental leave programs100% paid-premium option for medical, dental, and vision insuranceLifestyle stipend to support your physical, emotional, and financial wellbeingFlexible work-from-home policy and open to remoteRemote and WFH options, as well as a beautiful, state-of-the-art office in Dallas' Deep Ellum, for those who prefer an office settingEmployee-led diversity, equity, and inclusion initiativesRecent Employer Awards include:Best Place for Working Parents 2023 + 2024 + 2025Great Place to Work Certified, 2022 + 2023 + 2024 + 2025Built In Best Places to Work, 2022 + 2023 + 2025Fortune's Best Workplaces in Texas 2022 + 2023Fortune's Best Workplaces in Financial Services and Insurance 2022 + 2023 + 2024We value diversity at Bestow. The company will hire, recruit, and promote regardless of 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 team member.Thanks for considering a job at Bestow!