Bilingual Customer Experience Specialist

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

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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Don't meet every single requirement? If you're excited about this role but your past experience doesn't 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. 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.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.

Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.