Client Operations 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
As a Client Operations Specialist, you will serve as a trusted subject-matter resource within Client Operations, handling more complex policy servicing needs and supporting high-quality customer experiences across the policy lifecycle. In addition to managing inbound support, you will take increased ownership of case resolution, proactively identify issues, and contribute to process improvements that drive operational efficiency and compliance.
This role blends advanced customer communication, problem solving, and operational execution. To succeed, you must demonstrate strong judgment, attention to detail, and the ability to work independently while collaborating cross-functionally to resolve nuanced policy and customer issues.
Roles and Responsibilities
- Serve as a primary point of contact for inbound client support, resolving complex policy servicing inquiries including coverage questions, billing updates, and policy administration issues
- Demonstrate a deep understanding of Ethos products, processes, and regulatory requirements, and apply that knowledge consistently in customer interactions
- Independently manage and resolve escalated or non-standard cases, using sound judgment to determine appropriate next steps
- Maintain accurate and complete policy records, documenting client interactions and outcomes in Salesforce to ensure data integrity and regulatory compliance
- Navigate and reconcile multiple internal systems to verify customer information, review coverage details, and execute updates accurately
- Partner closely with cross-functional teams to resolve policy discrepancies, clarify requirements, and support timely resolution of complex issues
- Balance call volume, follow-up work, and documentation through effective time management and prioritization
- Consistently meet or exceed individual and team performance goals related to quality, productivity, and customer experience
- Identify operational gaps or inefficiencies and proactively propose process improvements; collaborate with stakeholders and leadership to implement solutions
- Support onboarding and knowledge sharing by acting as a peer resource for associates, as needed
- Uphold transparency, ethical standards, and professionalism in all communications, in alignment with Ethos values and policies
Skills and Qualifications
- 4+ years of experience in operations, customer support, customer success, or a related role
- Experience in life insurance, financial services, or a highly regulated industry preferred
- Demonstrated experience supporting U.S.-based customers
- Strong verbal and written communication skills, with the ability to explain complex information clearly and confidently
- Proficiency with policy administration systems and CRM tools such as Salesforce
- Strong analytical and problem-solving skills, with the ability to independently resolve complex issues
- Proven ability to identify, recommend, and help implement process improvements
- Excellent organizational and time-management skills in a fast-paced environment
- Adaptability to changing priorities while maintaining accuracy and attention to detail
- Ability to work independently with minimal oversight and collaborate effectively across teams
- Bachelor’s degree preferred
#LI-Onsite
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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.
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.