In case this isn't obvious: you need insurance. The distaste you just felt at the word “insurance” is what drives us to upend the industry. Financial protection might never be super fun, but at least it can be easy.

PolicyGenius is a NYC-based tech startup with a mission to help people get the financial protection they need and have them feel good about it. We are changing a massive industry by making insurance shopping faster, friendlier and more transparent for online consumers. Since our launch in 2014, we’ve achieved rapid growth in a notoriously difficult industry and established ourselves as a pioneer in a now hot sector of FinTech. We're at an exciting inflection point, having raised over $52 million of venture capital, and we're focused on building out our powerhouse team. Think of us as a one-stop-shop for all the financial protection you’ll ever need.

Customer Service at Pg

The customer service team at Policygenius prides itself on putting our customers at the center of all we do. We work with inside sales, case management and customer success to provide the best insurance shopping experience ever (It’s a thing now). Our mission is to help iron out the kinks for clients who have had a bumpy experience. We want our customers to feel at ease--as if they are talking to a friend or family member--with the ability to connect via phone, chat, or email.

The work we do is no walk in the park--but it is super rewarding and has an immediate tie to Policygenius’ mission. You will get to exercise problem-solving on-the-fly, out-of-the-box thinking, and versatility: Issues? We'll take care of it. Complexities? We'll solve it. Questions? We’re all over it. Intrigued? Then come and join our team!

You will...

  • Coordinate with appropriate carriers and vendors to schedule, reschedule, and track insurance exams and phone interviews
  • Collaborate with the case management team with follow-up on outstanding requirements from customers and conduct regular customer follow-up on outstanding applications, exams, and phone interviews
  • Create, send & edit new life insurance applications to customers via varying carrier processes as needed
  • Manage in-process life insurance applications, from submission to carrier through approval decision
  • Ensure a seamless and transparent customer experience with regular status updates and an emphasis on customer retention and speed to conversion
  • Address customers’ questions about the underwriting process, carrier requirements and other service issues
  • Tertiary support for creation of new life insurance applications to customers via varying carrier processes
  • Communicate adverse underwriting decisions (impaired risk, postpones and declines) with empathy and tact
  • Adhere to team norms and policies and meet quality standards and service level agreements (SLAs) in your daily work
  • Professionally communicate to customers through multiple channels: phone, email, chat and SMS
  • Master the workflows and software systems necessary to carry out your responsibilities
  • Collaborate with other operations teams (sales, customer success, case management and quality assurance)
  • Contribute toward team goals and support onboarding of new team members as required
  • Provide actionable feedback from customers to drive process and product improvements
  • Partner with the business and technology team to design and test workflows that will be the foundation for the PolicyGenius customer service organization
  • Partner with the team lead to resolve customer escalations as they relate to all parts of the sales and underwriting funnel

Key success metrics for your role…

  • Conversion of online chats to outbound sales call and/or online application
  • Conversion of application into underwriting
  • Conversion of impaired risk cases to application and overall throughput and quality of these applications
  • Customer satisfaction

You have...

  • A positive attitude, effective problem-solving skills and passion for helping customers
  • A customer centered mindset -- motivated by solving problems for customers and your team
  • Strong communication & effective listening skills with an attention to detail
  • Humility and an openness to learn
  • Honesty & 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 grow professionally and contribute to the success and culture of the company
  • Knowledge of and at least 1 year of work experience in term life insurance sales or service
  • A bachelor’s degree and a life, accident & health insurance agent or broker license
  • A deep appreciation for the power of a well-placed gif

Working at Policygenius...

  • Competitive compensation and company-paid health, dental, vision, life, and disability insurance
  • A custom-designed office between Flatiron and Union Square
  • 401k plan, FSA & commuter benefits
  • Flexible PTO
  • Opportunities for paid training, mentorship and coaching from leadership
  • The opportunity to say you were one of the early employees in the company that’s going to shake up a big, old-fashioned industry!
  • FUN, diverse, open-minded coworkers!
  • Dog companionship!!
  • Some fun surprises when you join… (Shhh… It’s a secret!)


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