Customer Engagement Associate

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 multiweek process into a modern digital experience for our users that can take just minutes! Weve issued billions in coverage each month and eliminated the traditional barriers ushering the industry into the modern age. Our fullstack 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 JayZ Kevin Durant Robert Downey Jr and others. This year we were named on CB Insights Global Insurtech 50 list and BuiltIns 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:

The role of a Customer Engagement Associate is to focus on engaging current Ethos customers some of whom are at risk of leaving Ethos by providing a world class customer experience through gaining an understanding of the customers needs and repositioning our products to ensure were maximizing value to the customer. This may mean making adjustments to the policies/products they have and/or introducing new products to cover other value points. You will be responsible for outreach to customers who have already purchased one or more Ethos products and will assist customers with ensuring theyre taking advantage of everything Ethos has to offer. If youre looking for a role that is responsible for shaping the future of the life insurance industry and provides security for families in the event that the worst were to happen then look no further!

Roles and Responsibilities:

• Work to engage customers (or reengage customers when needed) through various outbound communication mediums in an effort to increase customer retention satisfaction and brand loyalty
• Make outbound calls to customers who have requested to cancel policies to conduct a needs analysis and help get customers to reconsider moving away from Ethos
• Strive to understand customers needs and help customers understand how Ethos help address those needs
• Be an advocate for the customer ensuring the customer is getting what they need by working cross functionally when required
• Maintain a deep understanding of Ethos products and speak with customers about the most relevant features/functionality for their specific needs
• Help identify common customer challenges that put customers at risk of churn and help the CX Product and Sales teams find appropriate solutions

Qualifications and Skills:

• Excited by a customer facing role with a desire to grow a career in customer experience sales or account management
• 12 years experience in customer support customer success operations or related role
• Experience in life insurance or related industry a plus but not required
• Bachelors degree preferred
• Possess a Life Insurance license or willingness to get licensed
• 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
• 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 and written communications skills
• Ability to work independently as well as collaborate with various departments
• Spanish speaking candidates are strongly preferred

Note:

• Work Style: Onsite in Office
• Location: Bangalore

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Dont meet every single requirement If youre excited about this role but your past experience doesnt 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.

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