Customer Success Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a portfolio of applications currently in the underwriting phase.

• Utilize platforms such as HubSpot and Front to manage daily task lists.

• Organize and ensure follow-up on medical examination appointments with vendors and clients.

• Request and monitor underwriting necessities, including APS and MVRs.

• Manage incoming calls and reply to client inquiries via email.

• Monitor overdue payments and assist clients in updating their billing details.

• Communicate underwriting outcomes to the Medical Information Bureau (MIB).

• Process requests for policy alterations, including address modifications and beneficiary updates.

• Keep precise records and submit the weekly MIB report.

• Collaborate with Advisors, QA, Sales, and Customer Service across different functions.

• Provide constructive feedback and engage in discussions for process and tool enhancements.

⛳️ Requirements

• 1–2 years of experience in insurance, customer service, or call center settings.

• Proficient verbal and written communication skills in English.

• Comfortable operating multiple systems and quickly adapting to new tools.

• Exceptional attention to detail with the ability to multitask in a dynamic environment.

• Possess empathy, patience, and a genuine commitment to exceeding customer expectations.

• Demonstrate integrity and reliability.

• Maintain a proactive attitude and a willingness to both offer and accept feedback.

🏝️ Benefits

• Generous PTO - 20 vacation days.

• Comprehensive benefits package with premiums fully covered by PolicyMe.

• Commitment to your professional growth, including a learning and development budget.

• Budget for AI tools.

• Biannual performance reviews and continuous feedback.

• Remote-first working environment.

• Flexibility to work from home or from our Toronto office.

• Company-funded gatherings twice yearly for in-person team-building events.

• Eligibility for stock options based on performance.