Client Operations Associate

Role Overview Ethos is a pioneering life insurance technology company committed to making life insurance accessible for all families by removing traditional barriers and empowering agents through a cutting-edge three-sided technology platform. As a Client Operations Associate, you will serve as the primary point of contact for inbound customer support, assisting policyholders with coverage inquiries, billing updates, and general policy administration. This role combines customer-facing communication with back-office processing responsibilities, requiring strong attention to detail, cross-functional collaboration, and a commitment to delivering an exceptional customer experience. Key Responsibilities - Develop and maintain a thorough understanding of Ethos products, processes, and policy administration workflows - Maintain accurate and up-to-date policy records by documenting all client interactions in Salesforce in compliance with regulatory standards - Navigate internal systems to verify customer information, review policy coverage details, and update records as needed - Collaborate with cross-functional teams to escalate complex cases and resolve policy discrepancies in a timely manner - Balance call volume, follow-up tasks, and documentation using strong time management and professional phone etiquette - Meet individual and team performance targets for productivity and quality to ensure customer satisfaction and regulatory compliance - Identify opportunities for process improvements and work with management and stakeholders to implement effective solutions - Uphold ethical standards and transparency in all communications, adhering to Ethos company policies and values Required Qualifications - Minimum 3 years of experience in operations, customer support, customer success, or a related field - Prior experience in life insurance, financial services, or a similar regulated industry is preferred - Experience supporting US-based customers in a professional capacity - Strong verbal and written communication skills with a customer-first approach - Proficiency with policy administration systems, Salesforce, or other CRM platforms - Problem-solving mindset with curiosity and a drive to identify and implement process improvements - Ability to manage multiple priorities efficiently in a fast-paced and dynamic environment - Adaptability to handle changing priorities while maintaining accuracy and focus - Ability to work independently as well as collaboratively across departments - Bachelor's degree preferred Why Join Us At Ethos, you will be part of a mission-driven team that is redefining how life insurance is bought, sold, and underwritten, helping protect families across the country. Ethos fosters a diverse, inclusive, and authentic workplace where every team member is valued and empowered to make a meaningful impact.

- 3 or more years of experience in operations, customer support, or customer success - Prior experience in life insurance or financial services industry preferred - Experience working with US-based customers - Strong verbal and written communication skills - Proficiency in Salesforce or similar CRM and policy administration tools - Problem-solving mindset with ability to identify process improvements - Strong time management and ability to handle multiple priorities - Adaptability to changing processes and environments - Ability to work both independently and collaboratively - Bachelor's degree preferred

- Equal opportunity and inclusive workplace - Opportunity to work with a leading insurance technology company - Cross-functional collaboration and professional growth