Client Operations Associate

About the role

As a Client Operations Associate you will be the point of contact for inbound support, assisting customers with policy servicing needs-including coverage questions, billing updates, and general policy administration. This role blends customer communication with back-office processing, ensuring each interaction is handled efficiently, compliantly, and with exceptional attention to detail. To succeed in this role, you must possess 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
• Maintain accurate policy records and document client interactions in Salesforce, ensuring data integrity and compliance with regulatory standards
• Navigate internal systems to verify customer information, review coverage details, and update records
• Partner with cross-functional teams to escalate complicated cases or resolve policy discrepancies
• Use phone etiquette and time-management skills to balance call volume, follow-up tasks, and documentation
• Achieve individual and team goals for production and quality to ensure a positive customer experience as well as compliance for Ethos
• Identify and propose process improvements, working with stakeholders and management to implement solutions that enhance efficiency and customer satisfaction
• Uphold transparency and ethical standards in all communications and actions, aligning with Ethos policies and values

Qualifications and Skills:

• 3+ years experience in operations, customer support, customer success, or related role
• Experience in life insurance, financial services, or similar industry preferred
• Prior experience supporting U.S.based customers
• Strong verbal and written communication skills with a customer-first mindset
• Proficiency working with policy administration systems, Salesforce or CRM tools
• Curious, problem-solving mindset with a drive to identify and implement process improvements
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment
• Adaptability to navigate changing priorities and processes while maintaining accuracy and focus
• Ability to work independently as well as collaborate with various departments
• Bachelor's degree preferred

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