Customer Experience Associate

We saw a problem within the life insurance industry: getting covered took too long, involved too much paperwork, and required too many in-person meetings with sales agents. Having lost his father at a young age, our CEO, Jamie, was determined to make it easier for people to get the coverage they needed to provide for their families. So, we got to work. We developed a method of real-time underwriting leveraging AI and, in doing so, reduced the months-long process of applying for life insurance to minutes. Our digital experience is quick (instant decisions!), loved by users (check out our Trustpilot or Google reviews) and prolific ($74 billion+ in coverage provided).

The Ladder Customer Experience Team is hiring a Customer Experience Associate to be an ambassador for Ladder and our customers. You wlll be responsible for providing empathetic support to Ladder customers while actively representing them to internal stakeholders. The hours required for this role are from 8:00 am to 5:00 pm in either Central or Mountain time zones as this role will be required to be physically located within either of these time zones. 

• →Consistently deliver high-quality customer experiences that educate consumers on life insurance and Ladder
• →Provide omnichannel service (currently, email and phone) 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

• 2+ years in a customer-facing role, preferably in a technical industry
• Experience providing excellent support via email and/or phone 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