Bilingual Customer Success Specialist

Summary

Join PolicyMe, a modernizing insurance company, as a Bilingual Customer Success Specialist! You will provide exceptional support to our Advisor Team and customers throughout the life insurance application process. Daily tasks involve managing applications, coordinating medical exams, tracking payments, and maintaining accurate policy records. Success requires strong organization, communication (English and French), and problem-solving skills. This remote-first position offers flexible hours and is open to Canadian-based individuals. We offer generous PTO, stock options, health benefits, and professional development resources.

Requirements

• 1-2 years of relevant work experience in insurance either in customer service or sales preferably with a Bachelor’s degree
• 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

Responsibilities

• 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

Preferred Qualifications

Bachelor’s degree

Benefits

• Generous PTO - 20 vacation days
• Access to stock options, and health benefits
• A remote-first team with company paid, in-person socials and the option to work from our Toronto-based office
• Resources to help your professional development, including an L&D budget, performance reviews twice a year and ongoing feedback to ensure you reach your highest potential
• Work with an empathetic, high-performing team in a flexible, results-oriented environment