Client Support Specialist

Afficiency is a rapidly growing Insurtech startup whose mission is to provide life insurance to everyone on the platforms they already trust. Located in NYC, we design life insurance products that can be purchased entirely digitally and can be easily embedded into distribution platforms or with agents who sell insurance. The company is experiencing exponential growth and is well-funded. We are looking for new team members to join us on our journey to shake up the life insurance industry. We need individuals who bring passion, curiosity, and a desire for excellence.

Get in on the ground floor of a dynamic support team! This is a great opportunity to build and grow responsibility over time of a fast-growing organization, while working cross functionally and gaining experience in multiple areas. This is a newly established position to create and grow our field support function, supporting life insurance sales by agents and brokers in 50 states. As a member of the team, you will aid in responding to and resolving inquiries from our distribution partners. You will play an important role in supporting, communicating with, and assisting clients while responding to queries and software issues.  Our ideal candidate has a self-starter mentality and can efficiently resolve incoming customer issues via phone and email. To succeed in this role, you should be a cross between a client support representative, operational leader, and have technical expertise. This would be a salaried, 40-hour per week position. 

Work Arrangement:  Remote (Must be in the United States) 

*If your application stands out, a member of the Afficiency hiring team will contact you to arrange next steps, via LinkedIn, SmartRecruiter or from an afficiency.com email address.  Please be aware of phishing attempts and scam emails. We will not request an interview via text-based communication and ask you to register via the Microsoft Teams website. 

Responsibilities

• Manage our inbound support requests regarding technical questions and life insurance application questions within our SLA time frame 
• Demonstrate accuracy in processing client policy modifications based on the data given 
• Verify new customers coverage and present policyholders with proof of insurance paperwork 
• Responsible for building and maintaining strong business relationships with brokers on the key accounts to meet or exceed established sales goals and objectives for your assigned area(s) of Internal responsibility. 
• Initiates and follows up on more complex chats/tickets to increase resolutions regarding your assigned area(s) of responsibility 
• Recognize patterns in inquires for documentation and improvement 
• Identify knowledge gaps and work with you manager to improve processes and grow the department 
• Address agent escalations and carrier requests 
• Support our development team in launching new insurance products as well as updates to our existing insurance platform

What We’re Looking For

• Minimum 1 year of client support experience 
• Must have Life Insurance Experience 
• Multi-tasking with ease 
• Experience managing a high level of chat volume and emails 
• Strong time management skills and prioritization based on urgency and business need 
• Ability to problem solve and have grit 
• Excellent writing ability 
• Ability to work in a fast-paced changing environment 
• Ability to provide prompt, accurate and friendly customer service 
• Additional information 

What We Offer   

• Fully remote work 
• Competitive salary with equity options 
• Robust health, dental, and vision benefits for employee and dependents 
• 401k matching contributions 
• Generous PTO policy  
• Stipend to purchase work-from-home equipment 
• Work at a supportive and fast-growing startup with a fantastic team    
• Environment to learn from other team members, grow a business from the ground up     
• Support in developing your skills and accelerating your career quickly   
• Opportunity to make an impact in the lives of tens of millions of consumers and get families the protection they need    

Salary  

$50,000-58,000 annually. 

Afficiency is an Equal Opportunity Employer. All your information will be kept confidential according to EEO guidelines.