Bilingual Customer Experience Specialist

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

Qualifications and Skills:

• 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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