Customer Care Advisor

ABOUT BESTOW

Bestow is a leading insurance technology platform serving some of the world's largest and most innovative life insurers. We are on a mission to increase financial stability for everyone. Bestow is a team of mission-driven, results-oriented individuals. We offer all employees a remote (contiguous 48 only)/hybrid workplace, meaningful benefits, substantial growth opportunities, and equity.

Bestow participates in the E-Verify Program.

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 Internal Sales Agents serve as the voice of our customers and address customer inquiries quickly, efficiently, and with empathy. Reporting to the Supervisor, CX the Customer Care Advisor (CCA), CX will directly interface with our ever-growing customer base as we democratize life insurance to families everywhere.

This role reports to Manager, Customer Experience and is in Dallas, TX.

ABOUT THE ROLE

Our ideal candidate is a customer-obsessed, empathetic team player who desires to deliver a world-class customer experience supporting multiple enterprise partners on our omni-channel platform. You have been a leader on a customer-facing service team and are a strong communicator who demonstrates empathy while interacting with customers. You work with urgency and know when to escalate an issue for quick resolution. You are a team player committed to the success of the team, department, and organization.

Above all, you are developing a deep appreciation for service. 

This Customer Care Advisor I’s impact on the team is significant as they deliver top-notch service and support to our customers. They must communicate clearly and effectively and demonstrate empathy and compassion while interacting with customers. Individuals in this role may be the first person policyholders speak to after purchasing a policy; they are essentially the face and voice of the enterprise and must maintain the highest level of professionalism.

WHAT YOU’LL DO

• Deliver a best-in-class omni-channel (phone, chat, email) customer experience for Bestow’s valued customers.

• Promptly answer all calls, emails, and chats within our stated service level agreements.

• Work towards swiftly resolving 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 completion.

• If local to Dallas, TX, report to the office 3 days per week to assist with mail processing. 

• Active and present in person or on video during team meetings, projects, and initiatives.

WHO YOU ARE

• General knowledge of life insurance customer issue types and customer-facing operations processes and workflows.

• Customer relations skills and a passion for working directly with customers.

• Willingness and desire to 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.

• Strong time management skills and the ability to seamlessly transition between tasks.

• Actively listen to customers' concerns and respond with compassion.

• Treating customers with empathy and respect.

• Excellent verbal and written communication skills.

• Ability to communicate clearly and effectively with diverse audiences.

• 2+ years experience in a customer service team environment required. 

• Experience working with customer service tools (CRM, phone, etc.). 

• Valid life insurance license (or the ability to become licensed, if required.)

TOTAL REWARDS

At 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 role

• Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs 

• 100% paid-premium option for medical, dental, and vision insurance

• Lifestyle stipend to support your physical, emotional, and financial wellbeing

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

• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting

• Employee-led diversity, equity, and inclusion initiatives

Recent Employer Awards include:

• Best Place for Working Parents 2023

• Great Place to Work Certified, 2022 + 2023 + 2024

• Built In Best Places to Work, 2022 + 2023

• Fortune’s Best Workplaces in Texas 2022 + 2023

• Fortune’s Best Workplaces in Financial Services and Insurance 2022 + 2023

We value diversity at Bestow. The company will recruit, hire, 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 career at Bestow!

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