Policy Administration Associate

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

Support internal product development efforts, including testing and QA of new tools and functionality that may be used by CX, Sales, and Underwriting teams

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

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

Creative approach to problem solving

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