Customer Operations Associate

Duties and Responsibilities:

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

Qualifications and Skills:

• 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.
  

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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.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

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We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.