New Business & Underwriting Operations Support Manager

ABOUT BESTOW

Bestow is a leading insurance technology platform serving some of the world's largest and most innovative life insurers. We are on a mission to increase financial stability for everyone. Bestow is a team of mission-driven, results-oriented individuals. We offer all employees a remote (contiguous 48 only)/hybrid workplace, meaningful benefits, substantial growth opportunities, and equity.

Bestow participates in the E-Verify Program.

ABOUT THE TEAM

Bestow's Insurance Operations team, comprised of the Customer Experience (CX), Customer Experience Operations (CXO), and New Business & Underwriting Ops (NBO) teams, is dedicated to providing outstanding customer experiences through our omnichannel platform. Our New Business Ops team provides case management and underwriting support to agents and customers, assisting them through the entire life insurance application and policy enrollment process. You'll play a critical role in optimizing new business operations, providing effective underwriting support, and ensuring timely and accurate reporting of first notice of loss claims.

We're looking for an innovative leader who can inspire our team to deliver exceptional customer service and underwriting support. Experience in insurance case management or underwriting, coupled with a strong understanding of HIPAA compliance, is essential. 

The Life Insurance New Business & Underwriting Ops Support Manager is responsible for ensuring that the new business and underwriting processes are efficient, accurate, and compliant with all regulations while providing excellent customer service to policyholders.

WHAT YOU'LL DO

• Oversee new business and underwriting operations: Ensure the team effectively manages new business cases, from application processing to issue resolution, ensuring timely and accurate outcomes.

• Manage the new business operations team: Oversee the hiring, training, development, and the offering of mentorship and guidance to foster a high-performing team.

• Improve new business processes: Create, develop, maintain, and identify opportunities to improve new business processes and efficiency.

• Monitor case progress: Track the progress of each case and ensure that all required steps are completed within established timelines.

• Resolve case issues: Identify and resolve any issues or delays that may arise during the case processing process.

• Establish Key Performance Indicators (KPIs) and monitor team and individual performance of daily new business and case management processes.

• Working closely with cross-functional teams and external partners to streamline processes and improve efficiency.

• Collaborate with partners to guarantee that our performance meets or exceeds contractual requirements.

WHO YOU ARE

• Minimum 5 years experience working at an insurance carrier, agency, or financial institution supporting the underwriting or processing of life insurance applications

• Minimum of 5 years managing a team of case managers or new business specialists

• Knowledge of call center operations, including call handling techniques, and experience with quality monitoring, call recording, evaluation, and feedback analysis

• Minimum 3 years experience working with CRM systems, i.e., Salesforce, AWD, etc., and other customer support tools, including defining workflows within those tools

• Proficient in defining and managing KPIs and SLAs (e.g., AHT, ASA, etc.) that drive a customer-facing service team and can report and articulate trends and insights to drive improved performance 

• Must be highly analytical and capable of identifying and resolving complex issues through data-driven approaches

• Proficient in training and coaching, and ensuring quality standards are met and best practices adhered to

• Must be highly adaptable and capable of working efficiently in a fast-paced environment with evolving priorities

• Must be results-focused and a strong communicator who can foster positive relationships and drive collaboration across diverse teams and organizations

• Familiarity with medical terminology and basic underwriting principles

TOTAL REWARDS

At Bestow, we’re proud to be awarded for our team members, innovative products, and culture. Our standard benefits include:

• Competitive salary and equity based on role

• Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs 

• 100% paid-premium option for medical, dental, and vision insurance

• Lifestyle stipend to support your physical, emotional, and financial wellbeing

• Flexible work-from-home policy and open to remote

• Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting

• Employee-led diversity, equity, and inclusion initiatives

Recent Employer Awards include:

• Best Place for Working Parents 2023

• Great Place to Work Certified, 2022 + 2023 + 2024

• Built In Best Places to Work, 2022 + 2023

• Fortune’s Best Workplaces in Texas 2022 + 2023

• Fortune’s Best Workplaces in Financial Services and Insurance 2022 + 2023

We value diversity at Bestow. The company will recruit, hire, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every team member. 

Thanks for considering a career at Bestow!

Compensation Range: $95K - $115K