Customer Success Associate

Client Advisor

Full-time | This is a Remote Opportunity

Amplify helps people build wealth through life insurance. We are the first direct-to-consumer platform that offers life insurance investment products where customers can invest tax-efficiently through their life insurance and access it for anything they wish. We are trailblazing the life insurance industry, helping families protect their financial futures.

At Amplify, our mission is to add value into our customer’s lives while they are still alive and well. That goal starts with building a strong and collaborative Amplify team. We strive to cultivate an environment that takes care of people, so those people can take better care of our customers. We want our team members to be here for the long haul and that’s why our job is to ensure a culture of transparency, inclusiveness, support, ownership, growth and learning opportunities.

We are working to make universal life insurance simple, efficient, and accessible for everyone. Backed by top venture capital firms including Crosslink, Anthemis Group, Greycroft, Transverse Asset Management and Conversion Capital, we are growing fast and looking for driven individuals to help our customers protect their loved ones and grow wealth.

About the Role

As a Customer Success Associate at Amplify, you will be responsible for maintaining relationships with our clients and assisting them with any policy support. You will be responsible for following up with customers that have an existing life insurance policy via outbound calls. Your goal will be to provide an outstanding customer experience by providing support to these clients, helping with any policy related needs, and resolving any payment related issues.

You will actively work to help expand our business with existing customers alongside increasing retention. We offer comprehensive plans leveraging universal life insurance policies (Indexed Universal Life "IUL" & Variable Universal Life "VUL") and term life. You will be at the cutting-edge of combining technology, finance, and the human-touch to modernize and streamline the most opaque segment of the life insurance industry.

We are seeking experienced and self-motivated customer service professionals who have a strong desire to help others while building their career as a Customer Success Associate. To succeed, you will need to demonstrate the ability to meet and beat goals while bringing a positive attitude to everything you do. We offer full time positions, remote-work, benefits, competitive base compensation & commission opportunities - come help us build the future of life insurance for wealth!

Responsibilities

• Engage with a large pipeline of existing clients that need policy support via outbound calling
• Handle inbound customer questions via scheduled meetings, phone, sms, chat and email
• Review customer payment issues daily to identify customers requiring support and call clients to resolve issues
• Ensure the accuracy and reliability of data within our customer relationship management (CRM) as it relates to existing customers
• Efficiently review client related case notes to ensure an effective understanding of the client situation and explain the benefits of their plan within the context of their specific customer needs
• Educate clients on the details of life insurance, universal life insurance, how it works, and questions on how to manage the policy.
• Guide clients through their customer portal and assist them with policy changes while enabling them to be self-serve
• Partner with Case Managers and Insurance Advisors to drive process improvements and trainings that increase customer retention
• Collaborate with cross-functional teams (e.g. Marketing, RevOps and Product) to improve post-inforce education, engagement sequences and execute outbound calls via automated dialer
• Develop a cadence with Carriers to understand and document their operations (e.g. email sequences) and align our communications with carrier sequences
• Prioritize top customer issues and questions and help draft FAQs and help articles to support customers via our customer portal

Experience

• You are a Go-getter & fast learner with demonstrated success helping clients!
• 2+ years of customer service or sales experience
• Strong communication skills and ability to articulate complex topics succinctly
• Experience leveraging CRM, Powerdialer, and other sales tools effectively
• Proactive, self-motivated with a drive to meet and beat objectives

Preferred Experience

• Experience working in the life insurance industry is highly preferred
• Working with and understanding of carrier systems (e.g. portals) and billing (e.g. commission statements)
• Bilingual in English and Spanish

About Us

Founded in 2019 by life insurance industry veterans, Amplify has been changing the way we approach life insurance to build wealth ever since. Previously, life insurance policies were used by the wealthiest 1%. Now, with our innovative software and expert life insurance agents, Amplify is providing access to everyone.

Amplify offers an intelligent customer journey with frictionless policy customization, pre-underwriting, and in-force policy management in a streamlined digital customer journey. Amplify is the first digital platform tackling the $70B permanent life insurance industry with a vision to launch a life insurance product that bridges health and financial wealth.

Amplify is an equal opportunity employer. We value a diverse workforce and an inclusive culture. Amplify encourages applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, marital status, citizenship, disability, or veteran status.