New Business & Underwriting Operations Support Manager

Bestow • Dallas, TX

8d • Hybrid

About The Position

Life insurance is one of the world's most important products. It's also one of the hardest to build, distribute, and modernize. Bestow exists to change that.
Bestow is a leading vertical technology platform serving some of the largest and most innovative life insurers. Our platform unifies the fragmented, legacy value chain, enabling carriers to launch products in weeks instead of years. Carriers choose us to scale and operate at unprecedented speed, powered by AI and automation.
Bestow isn't selling policies. We're building the infrastructure that helps an entire industry move faster, reach more people, and deliver on its promise.
Backed by leading investors (Goldman Sachs, Hedosophia, NEA, Valar, 8VC) and trusted by major carriers, Bestow is powered by a team that moves with precision, purpose, and heart. If you want to help reimagine a centuries-old industry with lasting impact, join us.
Bestow offers flexible remote/hybrid work, meaningful benefits, equity, and substantial growth opportunities.
Bestow participates in the E-Verify Program.
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.

Requirements

• 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

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed