Customer Experience (CX) Supervisor

ABOUT BESTOW
Bestow is a leader in the modern life insurance space. As both a direct-to-consumer destination and a leading enterprise SaaS provider, Bestow is on a mission to increase financial stability for everyone. We’re a series-C start-up with a remote/hybrid workforce offering work-life balance and equity to all employees.
ABOUT THE TEAM
Bestow’s Customer Experience (CX) team is committed to delivering an exceptional service experience to our policyholders, affiliated life insurance agents, and enterprise partners. The CX team is composed of a team of Customer Care Advisors (CCAs), Customer Service Associates (CXOs), and Internal Sales Agents (ISAs) who serve as the voice of our customers and address inquiries and process policy changes quickly & efficiently. Reporting to the CX Director, the CX Supervisor will directly lead our CCAs and provide indirect leadership and support to our CXOs & ISAs, each team collectively supporting our ever-growing customer base as we continue to automate and streamline business processes, enabling us to increase operational efficiencies throughout the Insurance Operations organization.
#LI-Remote

ABOUT THE ROLE

• Support Enterprise Partner, Product, and Professional Services Onboarding, optimization & scalability (50% of role)
• Support, lead and co-lead various operational projects and initiatives through implementation during onboarding new enterprise partners and insurance products.
• Attend weekly project meetings to provide status updates to stakeholders on deliverables, action items, and next steps.
• Work with internal and external business partners to create workflows and draft departmental procedures that align with partner agreements & business objectives.
• Partner closely with external vendors/professional services to ensure agreed-upon services are being built and rendered as expected, review new services or products, and address any issues or concerns.
• Review of new partner agreements and insurance contract provisions to understand existing capabilities vs. needs
• Apply industry and insurance product knowledge during regular collaborative engagements with Engineering teams on self-serve and Policy Admin System (PAS) platform enhancements &  improvements needed to streamline the customer, life insurance agent, and enterprise partner experience.
• Regularly engage with CRM administrator to ensure optimized platform use and improved connectivity with PAS and telephony systems.
• Establish & assign committees to project work & initiatives, establish target/completion dates, and conduct User Acceptance Testing & Signoff.
• Help to simplify operational process documentation to streamline the overall onboarding of new insurance features, products, and partners, and related work.
• Serve as a subject matter expert for life insurance, in-force policy administration, and call center oversight. 
• Directly lead Customer Experience for Bestow, TPA & Bestow Life Insurance Co. (50% of role)
• Remotely manage a team of Customer Care Advisors via various real-time dashboards as they interact with customers, prospects, and applicants via our omnichannel platform. 
• Daily oversight of incoming and outgoing work items to ensure consistency and processing within company/partner/department guidelines and service levels
• Occasionally operate in a player/coach capacity by helping to provide coverage when necessary through chat, email, and phone.
• Escalation of high-priority tickets & cases needing resolution
• Constant availability to team members for support, training, and troubleshooting
• Conduct regular 1:1's (provide coaching, feedback, and identify development opportunities)
• Assess individual and team performance.
• Coordinate and conduct team and new employee onboarding & training.
• Identify, communicate, and direct process/policy improvement opportunities & develop a plan to implement improvements.
• Partner closely with the New Business/AX Manager on related processes & to build team cohesiveness

THIS ROLE REPORTS TO

• Sr. Director, Customer Experience

YOUR EXPERIENCE

• Deep knowledge and expertise in term and permanent life insurance products (5+ years)
• Inforce policy administration, i.e., processing loan disbursements, cash value surrenders, explaining policy features, performance, etc.  (preferably at the carrier level) (5+ years)
• Call-Center management (2+ years)
• Conflict resolution and escalation management
• Direct People Manager 
• Carrier, Enterprise Partner, & Vendor Relationship Management
• Create, modify, and maintain business workflows, processes, and procedures
• Ability to perform research and analysis of complex items and develop &