Customer Operations Associate

As a Customer Experience Associate at Ethos you will be responsible for delivering an exceptional experience to both new and existing customer/ insurance agents who refer business to Ethos. To succeed in this role, you should have a relentless focus on the customer, strong attention to detail and problem solving ski...

Ethos is looking for a Customer Support Associate who thrives on helping customers and solving problems as well as working in a dynamic environment. Creating a positive customer experience is of the utmost importance to Ethos and will continue to determine our success in the life insurance industry.

Ensure accuracy in information being communicated to agents, especially when it comes to policy status and the agent’s compensation

As a Customer  Experience Associate at Ethos you will be responsible for delivering an exceptional experience to both new and existing customer/ insurance agents who refer business to Ethos. To succeed in this role, you should have a relentless focus on the customer, strong attention to detail and problem solving skills, and exceptional communication skills.  
Become efficient in systems dealing with both consumer policy information as well as partner agent systems
Able to understand and communicate complex agent payments and contract details.
Provide excellent service via email, live chat, SMS, and phone, and providing answers to incoming inquiries relating the partner insurance agent and their business 
Develop strong understanding and knowledge of Ethos products and processes in order to support customers/agents and act as a resource for partnership account managers 
Identify customer/agent needs and process requests efficiently and effectively within defined service levels
Build rapport and gain the respect of agents through clear and transparent communication
Meet individual and customer support team goals and objectives
Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions

1- 3 years experience in customer support, customer success, operations, or related role
Experience in life insurance or related industry a plus, but not required 
Very detail oriented, especially while working with agent compensation and contract details
Bachelor’s degree preferred
Proficiency working with Salesforce or equivalent support/help desk software preferred, but not required
Strong intellectual curiosity and drive to solve problems 
Excellent time management , highly organised and prioritization necessary to balance all responsibilities 
Possess grit and can adapt to changes quickly
Adaptable to change and ability to change tasks quickly with maintaining attention to detail 
Excellent phone presence , screen navigation and written communications skills.
Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.