Bilingual Customer Success Specialist

Summary

Join PolicyMe, a modernizing insurance company, as a bilingual (French/English) Customer Success Specialist! You will support customers and the Advisor Team throughout the life insurance journey, handling policy servicing, client communication, and ensuring exceptional customer experiences. Responsibilities include managing application caseloads, using tools like HubSpot and Front, coordinating medical exams, ordering underwriting requirements, handling client inquiries, tracking payments, reporting to the MIB, processing policy changes, maintaining accurate records, collaborating cross-functionally, and contributing to process improvements. The ideal candidate possesses 1–2 years of experience in insurance, customer service, or call centers, strong bilingual communication skills, adaptability to various systems, excellent attention to detail, empathy, integrity, and a proactive mindset. PolicyMe offers a remote-first work environment, generous PTO, stock options, a comprehensive benefits plan, professional development resources, and a flexible, results-oriented culture.

Requirements

• 1–2 years of experience in insurance, customer service, or call center roles
• Strong verbal and written communication in French and English
• Comfortable using multiple systems and learning new tools quickly
• Excellent attention to detail and ability to multitask in a fast-paced environment
• Empathy, patience, and a natural drive to go above and beyond for customers
• Integrity and reliability - someone who takes pride in doing things right
• A proactive mindset and openness to giving and receiving feedback

Responsibilities

• Manage a caseload of in-progress applications through the underwriting process
• Navigate tools like HubSpot and Front to complete daily task queues
• Coordinate and follow up on medical exam bookings with vendors and clients
• Order and track underwriting requirements (e.g. APS, MVRs)
• Handle inbound calls and respond to client emails
• Track missed payments and help clients update billing info
• Report underwriting decisions to the Medical Information Bureau (MIB)
• Process policy change requests (address updates, beneficiary changes)
• Maintain accurate records and submit the weekly MIB report
• Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service
• Offer feedback and participate in process/tooling improvement discussions

Benefits

• Generous PTO - 20 vacation days
• Access to stock options and a comprehensive benefits plan
• 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