Customer Engagement Specialist
Ethos Life
About Ethos
Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.
We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.
We make getting life insurance easier, faster and better for everyone.
Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families!
About the Role:
The role of a Customer Retention 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 through 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
Roles & Responsibilities:
- 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
Note:
- Work Style: Onsite in Office
- Location: Bangalore
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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 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.
To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.