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Job Description
Ethos is seeking an Insurance Customer Operations Associate to join their Customer Experience team. This role involves supporting the insurance operations team by triaging issues, documenting findings, and assisting with issues that impact the customer experience. The ideal candidate will collaborate with cross-functional partners to ensure insurance policy workflows remain accurate, compliant, and customer-friendly. This is an excellent opportunity for someone early in their insurance operations career who is eager to learn, is detail-oriented, and excited about helping Ethos maintain a high bar of service and operational accuracy.
Role Involves:
- Supporting the investigation of issues affecting the administration of Ethos insurance policies.
- Documenting operational incidents and assisting in tracking trends and recurring issues.
- Assisting with internal triage of product and policy-related inquiries raised by customer-facing teams.
- Collaborating with senior team members to communicate known issues and product changes to internal stakeholders.
- Processing of financial and administrative tasks related to new launches and product stabilization.
- Assisting with quality assurance testing and validation of new features or updates to existing tools.
- Executing defined manual procedures to ensure consistent service and compliance where automation gaps exist.
- Contributing to identifying and documenting process inefficiencies or opportunities for improvement.
- Escalating high-impact or time-sensitive issues to appropriate stakeholders promptly.
- Meeting individual quality and productivity goals while upholding compliance and customer experience standards.
Requirements:
- 1+ year(s) of experience in the U.S. insurance industry; familiarity with policy administration and compliance strongly preferred.
- Strong organizational and documentation skills with a high level of attention to detail.
- Analytical mindset with curiosity for understanding how systems and processes work.
- Comfortable navigating ambiguity and asking questions to clarify next steps.
- Proficient in using Google Workspace (Docs, Sheets, Drive), Slack, and other productivity tools.
- Effective communicator who can clearly summarize findings and provide relevant context to peers.
- Team-oriented with a willingness to learn from others and take on new challenges.
- 1+ years of experience with SQL preferred
