Customer Operations Associate

Ethos Life Technologies; Bengaluru; On-site; INR 350,000 - 480,000; Full time

Job summary

Ethos Life Technologies in Bengaluru is seeking a Customer Experience Associate to deliver an exceptional experience to new and existing customers and the insurance agents who refer business. You will communicate clearly, resolve issues promptly, and contribute to a positive agent experience across channels.

You will handle policy status, agent payments, and contracts, work with Salesforce-like systems, and collaborate with account managers to continuously improve processes while maintaining

Qualifications

• 1–3 years experience in customer support, customer success, operations, or related role.
• Experience in life insurance is a plus but not required.
• Highly detail oriented, especially with agent compensation and contract details.
• Bachelor’s degree preferred.
• Proficient with Salesforce or equivalent help desk software preferred.
• Curious, with strong problem-solving drive.
• Excellent time management and organization to balance responsibilities.
• Grit, adaptability, and ability to handle changing tasks quickly.
• Excellent phone presence, screen navigation and written communications.

Responsibilities

• Ensure accuracy in information communicated to agents, especially policy status and compensation.
• Become efficient in systems dealing with consumer policy and partner agent data.
• Understand and communicate complex agent payments and contract details.
• Provide excellent service via email, live chat, SMS, and phone to agents and customers.
• Support Ethos products and processes to assist customers and partnership managers.
• Identify customer/agent needs and process requests within service levels.
• Build rapport and earn trust of agents through clear communication.
• Meet individual and team goals for customer support.
• Suggest and help implement process improvements.

Skills

Customer support

Communication

Problem solving

Time management

Grit & adaptability

Education

Bachelor's degree

Tools

Salesforce

Helpdesk software

Job description

About the role

As a Customer Experience Associate at Ethos you will be responsible for delivering an exceptional experience to both new and existing 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.

Duties and Responsibilities:

• Ensure accuracy in information being communicated to agents, especially when it comes to policy status and the agents 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 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 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 , screen navigation and written communications skills.