Policy Administration Associate

About the role

As a Policy Administration Associate at Ethos, you will deliver an exceptional experience to policy holders while acting as a third‑party administrator. The role requires strong attention to detail, cross‑functional collaboration, and high organization.

Key responsibilities

• Possess and utilize strong understanding of Ethos products and processes.
• Manage a high volume of policy servicing requests and complex transactions while meeting service level expectations.
• Maintain accurate policy records and transactions with client interactions.
• Partner with CX, Sales, Underwriting, and Product/Engineering teams to resolve customer requests and escalations.
• Meet individual and team production and quality goals to ensure a positive customer experience and compliance.
• Identify opportunities to improve processes and collaborate with stakeholders to implement solutions.
• Handle customer phone calls as required to deliver dedicated phone‑based support.

Required profile

• 3+ years experience in operations, customer support, customer success, or a related role.
• Experience in life insurance or a related industry preferred.
• Bachelor’s degree preferred.
• Proficiency with Salesforce or equivalent support/help‑desk software.
• Strong intellectual curiosity and problem‑solving drive.
• Excellent time‑management and prioritization skills.
• Adaptable to change while maintaining attention to detail.
• Excellent phone presence and written communication skills.
• Experience handling inbound and/or outbound phone calls in a support environment.
• Ability to work independently and collaborate across departments.