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Role Description

The Placement team is dedicated to delivering exceptional customer service while guiding our clients through the process of purchasing a life insurance policy. Our team plays a vital role in supporting our customers after their initial intake call and collaborating closely with Case Management and Quality Assurance to ensure an optimal insurance shopping experience.

• Become a licensed expert in our life insurance products through hands-on training and collaboration with cross-functional teams.
• Ensure a smooth and transparent customer experience by providing regular updates via phone, email, and SMS.
• Maintain consistent availability at or above predetermined goals for incoming/outgoing calls throughout the workday.
• Retain customers in danger of withdrawing from the life insurance process, chasing all clients for outstanding requirements.
• Navigate insurance carrier websites and our proprietary CRM system, mastering workflows and proactively troubleshooting to find effective solutions.
• Address customer questions regarding the life insurance process, including underwriting, decision review, policy delivery, and in-force servicing.
• Deliver clear and empathetic communication regarding adverse underwriting decisions (impaired risks, postponements, and declines), offering alternative options when possible.
• Collaborate seamlessly with internal teams and document detailed notes for colleagues to ensure smooth handoffs and effective communication.

Qualifications

• At least 2 years of client-facing experience in call center customer service and/or retention sales.
• Willingness to obtain a Life/Health insurance license.
• A customer-centered mindset – motivated by solving problems for both customers and your team.
• Strong communication and effective listening skills with an attention to detail, especially when handling escalated clients.
• Jack of all trades - skilled in multitasking and quickly switching between calls (Five9), tasks, and systems (Slack/Zoom/CRM) that may include unrelated subject matter.
• Eagerness to support the full sales lifecycle, including administering health questionnaires and leveraging consultative upselling techniques to upsell and convert prospects into paid policies.
• Ability and willingness to provide and receive actionable feedback that will help drive efficiency and best-in-class customer experience.
• Honesty and integrity – you do not cut corners ethically and can be trusted to do the right thing for customers and for the team.
• A teamwork mindset – you take ownership of your work AND your team's success.
• The desire to learn and grow professionally and contribute to the success and culture of the company.

Benefits

• Excellent career progression and competitive compensation.
• Salary range for this position is $45,000 - $50,000.
• Great benefits, including health/dental insurance, parental leave, 401(k), incentive/bonus opportunity, tuition reimbursement, and more.