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PolicyMe · 2 days ago

Bilingual Customer Success Specialist (Remote)

United States

Full-time

Remote

Entry Level

CAD$55K/yr - CAD$66K/yr

1+ years exp

PolicyMe is a leading digital insurance solution in Canada, aiming to modernize the insurance industry. They are seeking a Bilingual Customer Success Specialist to manage customer interactions and support throughout the life insurance journey, ensuring an exceptional customer experience.

FinanceInsuranceInsurTechLife Insurance

Responsibilities

Manage a caseload of in-progress applications through the underwriting process

Navigate tools like HubSpot and Front to complete daily task queues

Coordinate and follow up on medical exam bookings with vendors and clients

Order and track underwriting requirements (e.g. APS, MVRs)

Handle inbound calls and respond to client emails

Track missed payments and help clients update billing info

Report underwriting decisions to the Medical Information Bureau (MIB)

Process policy change requests (address updates, beneficiary changes)

Maintain accurate records and submit the weekly MIB report

Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service

Offer feedback and participate in process/tooling improvement discussions

Qualification

Bilingual communicationCustomer service experienceHubSpot proficiencyAttention to detailEmpathyProactive mindset

Required

1–2 years of experience in insurance, customer service, or call center roles

Strong verbal and written communication in French and English

Comfortable using multiple systems and learning new tools quickly

Excellent attention to detail and ability to multitask in a fast-paced environment

Empathy, patience, and a natural drive to go above and beyond for customers

Integrity and reliability - someone who takes pride in doing things right

A proactive mindset and openness to giving and receiving feedback

Benefits

Generous PTO - 20 vacation days

A comprehensive benefits plan with premiums paid in full by PolicyMe

Investment in your professional development, including an L&D budget, AI tooling budget, performance reviews twice a year and ongoing feedback to ensure you reach your highest potential

Access to stock options based on performance