Customer Engagement Specialist

About Ethos

Ethos was built to make it faster and easier to get term life insurance. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones. Using predictive analytics, we are able to transform a traditionally 15-week process into a modern digital experience for our users.

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, Jay-Z, Kevin Durant, and Robert Downey Jr. We are listed in Forbes' Top 50 Fintechs of 2020. And for exciting news about our growth check out Life-Insurance Startup Ethos Valued at More Than $2 Billion. We are scaling quickly and looking for passionate people to protect the next million families.

About the Role:

The role of a Customer Engagement Specialist is to focus on engaging current Ethos customers, some of whom are at risk of leaving Ethos, by providing a world class customer experience by gaining an understanding of the customer's needs and re-positioning our products to ensure we're maximizing value to the customer. This may mean making adjustments to the policies/products they have and/or introducing new products to cover other value points.

You will be responsible for outreach to customers who have already purchased one or more Ethos products and will assist customers with ensuring they're taking advantage of everything Ethos has to offer. If you're looking for a role that is responsible for shaping the future of the life insurance industry and provides security for families in the event that the worst were to happen, then look no further!

In this role you can expect to:

• Work to engage customers (or re-engage customers when needed) through various outbound communication mediums in an effort to increase customer retention, satisfaction, and brand loyalty
• Make outbound calls to customers who have requested to cancel policies to conduct a needs analysis and help get customers to reconsider moving away from Ethos
• Strive to understand customers' needs and help customers understand how Ethos' help address those needs
• Be an advocate for the customer, ensuring the customer is getting what they need by working cross functionally when required
• Maintain a deep understanding of Ethos products and speak with customers about the most relevant features/functionality for their specific needs
• Help identify common customer challenges that put customers at risk of churn and help the CX, Product, and Sales teams find appropriate solutions

Qualifications and Skills:

• Excited by a customer facing role with a desire to grow a career in customer experience, sales or account management
• 1-2 years experience in customer support, customer success, operations, or related role
• Experience in life insurance or related industry a plus, but not required
• Bachelor's degree preferred
• Possess a Life Insurance license or willingness to get licensed
• 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
• 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 and written communications skills
• Ability to work independently as well as collaborate with various departments
• Spanish speaking candidates are strongly preferred

Everyone is welcome at Ethos. We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. 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.

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