Bestow

Operations

• Advocate for agent partners by processing physical and digital mail, policy changes, loans, disbursements, recurring reports, key control performance monitoring, and other administrative functions
• Respond to customer inquiries through USPS mail, phone, website chat, text, and email within established service levels
• Collaborate with customer care advisors, underwriters, engineering support, underwriting, claims, and finance teams
• Share feedback on customer issues with products and processes
• Maintain and document standard operating procedures
• Recommend business and process performance improvements
• Participate in team and individual meetings by video or in person
• Co-lead post-issue administration initiatives and projects
• Ensure compliance with industry regulations and company policies
• Support audits by providing requested documentation
• Maintain accurate records in internal systems
• Facilitate communication between customers, agents, and internal teams
• Follow up on policy status, claims, first notice of loss (FNOL), and service requests
• Contribute to cross-functional projects and initiatives

Operations Specialist

Customer Success Manager

• Own the day-to-day and executive relationship for a portfolio of enterprise carrier customers as their primary point of contact
• Run recurring business reviews, performance reporting against service level objectives, and quarterly planning with customer leadership
• Build and deliver executive-level business reviews connecting platform performance to customers’ commercial goals
• Own escalations from first signal through resolution and customer follow-up, coordinating Engineering, Product, and Implementation
• Translate customer needs into prioritized work with Product and Engineering, using data to advocate for roadmap priorities
• Identify expansion and adoption opportunities and work with Sales toward closing
• Own due diligence, compliance documentation, and audit responses, coordinating subject-matter experts and deadlines
• Mentor Customer Success Associates and improve team documentation, reporting, and communication
• Travel as needed for solution workshops, leadership onsites, and customer business reviews
• Serve Bestow’s enterprise life-insurance carrier customers using its technology platform for modernizing products and distribution