Zinnia - Placement Team Member

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

The Placement team is dedicated to delivering exceptional customer service while guiding our clients through the process of purchasing a life insurance policy. Our team plays a vital role in supporting our customers after their initial intake call and collaborating closely with Case Management and Quality Assurance to ensure an optimal insurance shopping experience. We strive to assist and educate our customers on the life insurance policy that best meets their needs all the way through activation.

Our work is dynamic and rewarding, directly contributing to the company’s overall mission. You’ll be challenged to think creatively, solve problems efficiently, and adapt to new situations. Whether it’s resolving issues, tackling complex scenarios, or answering customer inquiries, we are always prepared to handle any challenge. Ready to make an impact? Join us!

Note: Individuals who reside in Alaska, California, Colorado, Montana, New York, Nevada, and Rhode Island are not eligible for this remote role.

WHAT YOU’LL DO:

• Become a licensed expert in our life insurance products through hands-on training and collaboration with cross-functional teams.
• Ensure a smooth and transparent customer experience by providing regular updates via phone, email, and SMS.
• Maintain consistent availability at or above predetermined goals for incoming/outgoing calls throughout the workday.
• Retain customers in danger of withdrawing from the life insurance process, chasing all clients for outstanding requirements.
• Navigate insurance carrier websites and our proprietary CRM system, mastering workflows and proactively troubleshooting to find effective solutions.
• Address customer questions regarding the life insurance process, including underwriting, decision review, policy delivery, and in-force servicing.
• Deliver clear and empathetic communication regarding adverse underwriting decisions (impaired risks, postponements, and declines), offering alternative options when possible.
• Collaborate seamlessly with internal teams and document detailed notes for colleagues to ensure smooth handoffs and effective communication.

WHAT YOU’LL NEED:

• Minimum of 1 year of experience with client-facing work experience around customer service in a call center and/or retention sales experience.
• Willingness to obtain a Life/Health insurance license.
• A customer-centered mindset – motivated by solving problems for both customers and your team.
• Strong communication and effective listening skills with an attention to detail, especially when handling escalated clients.
• Jack of all trades - skilled in multitasking and quickly switching between calls (Five9), tasks, and systems (Slack/Zoom/CRM) that may include unrelated subject matter.
• Ability and willingness to provide and receive actionable feedback that will help drive efficiency and best-in-class customer experience.
• Honesty and integrity – you do not cut corners ethically and can be trusted to do the right thing for customers and for the team.
• A teamwork mindset – you take ownership of your work AND your team's success.
• A high degree of comfort in getting involved in the sales process as well as learning how to upsell and convert clients into paid policies.
• The desire to learn and grow professionally and contribute to the success and culture of the company.

WHAT’S IN IT FOR YOU?

Zinnia offers excellent career progression and compensation.