Offer summary

Qualifications:

Fluent in Spanish and English, both verbal and written, with a minimum B2 certificate in Spanish and C1 in English., 1-3 years of experience in customer support, customer success, or operations, preferably in the life insurance industry., Strong attention to detail and problem-solving skills, with the ability to communicate complex information clearly., Bachelor’s degree preferred, with proficiency in Salesforce or equivalent support software being a plus..

Key responsibilities:

Deliver exceptional customer service to Spanish/English speaking customers and insurance agents via email, live chat, SMS, and phone.

Ensure accuracy in communication regarding policy status and agent compensation.

Identify customer and agent needs, processing requests efficiently within defined service levels.

Collaborate with management to identify and implement process improvements for customer support functions.

Job description

About Ethos

Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!

About the Role:

As a Bilingual Customer Experience Associate at Ethos you will be responsible for delivering an exceptional experience to both new and existing Spanish/English speaking 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.

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.

This is a remote working role. Working exclusively US hours - 8 AM - 6 PM Central Time (CDT)

Candidate must be fluent in Spanish & English language both verbal and written

Mandatory - Required minimum or equivalent to B2 certificate in Spanish language.
Mandatory - Required minimum or equivalent to C1 certificate in English language.

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 both in Spanish & English 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

Skills & Experience:

1- 3 years Bilingual 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 handling Spanish & English calls , 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 who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.

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