About the role
About the role
As a Policy Administration Associate 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.
Duties 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
- Handle customer phone calls as required to deliver dedicated phone-based support
Qualifications and Skills:
- 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
- Adaptable to change and ability to change tasks quickly with maintaining attention to detail
- Excellent phone presence and written communications skills
- Experience handling inbound and/or outbound phone calls in a customer service or support environment
- Ability to work independently as well as collaborate with various departments
- Creative approach to problem solving
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