Customer Experience Associate

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Requirements:

• 2+ years in a customer-facing role, preferably in a technical industry.
• Experience providing excellent support via email, phone and/or chat based on an assigned shift schedule.
• A start­up mentality with the ability to adapt quickly to changes.
• Deep emotional intelligence and passion about delivering an exceptional customer experience.
• Proven ability to own customer issues from start to finish and solve problems while deeply understanding the customers’ needs.
• Demonstrated ability to accept feedback and remain committed to self-improvement.
• Excellent communication and teamwork skills.

Responsibilities:

• Consistently deliver high-quality customer experiences that educate consumers on life insurance and Ladder.
• Provide omnichannel service (email, phone, live chat) to Ladder customers by responding to incoming inquiries in a timely and accurate manner.
• Serve as the voice of the customer and collaborate with internal stakeholders to help improve the customers’ journey.
• Collaborate with Underwriting and other business partners to assist Ladder customers in fulfilling application requirements.
• Proactively seek and take action on responsibilities to improve the impact of Customer Experience.