About the Role

As a Policy Support Specialist at Ethos you will be responsible for delivering an exceptional experience to Ethos policy holders and upholding our duties as a third-party administrator (TPA). To succeed in this role, you should have strong attention to detail and follow through, enjoy working cross-functionally, and be highly organized. 

Roles and Responsibilities: 

• Possess and utilize strong understanding of Ethos products and processes
• Manage a high volume of policy servicing requests and other complex transactions while meeting established service level expectations
• Maintain accurate policy records and transactions with client interactions
• Partner with colleagues in CX, Sales, Underwriting, and Product/Engineering to resolve customer requests and escalations
• Meet individual as well as team production and quality goals to ensure a positive customer experience as well as compliance for Ethos
• Identify opportunities to improve processes and collaborate with internal and external stakeholders as well as management to implement agreed upon solutions
• Support internal product development efforts, including testing and QA of new tools and functionality that may be used by CX, Sales, and Underwriting teams

Skills and qualifications: 

• 3+ years experience in operations, customer support, customer success, or related role
• Experience in life insurance or related industry preferred 
• Bachelor’s degree preferred
• Proficiency working with Salesforce or equivalent support/help desk software
• Strong intellectual curiosity and drive to solve problems 
• Excellent time management and prioritization necessary to balance all responsibilities 
• Can adapt to changes quickly
• Adaptable to change and ability to change tasks quickly with maintaining attention to detail 
• Excellent phone presence and written communications skills
• Ability to work independently as well as collaborate with various departments
• Creative approach to problem solving

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