Pros
The managers are patient and are committed to helping this new team be successful. The benefits are some of the best offered by any employer. The people they hire are professional, respectful, and work well as a team.
Cons
One suggestion I would offer is additional structured training for licensed agents in Expansion.
As a licensed agent, one of the core principles that has shaped my work ethic is the importance of creating an exceptional client experience. I have always done this by staying educated and current on product changes, communicating effectively, and consistently following through on commitments I make to my clients.
At Ethos, however, I received little to no formal training on the various products we offer, when one product may be more appropriate than another, or how to fully utilize our internal systems to best serve clients. While it has been encouraged that agents use AI as an initial resource for answers, this is not an ideal substitute for foundational training, and its lack of efficacy is detrimental to the goal of providing clients with confidence, clarity, and a seamless experience.
Relying on AI for operational and product knowledge often requires significant time simply to ask the right questions, with no guarantee of receiving a complete or accurate answer with congruency. This creates inefficiency for agents and inconsistency for clients.
If I were provided even one dedicated week of training on Ethos’ proprietary Salesforce processes, the agent portal, and the products within that system, I would be significantly more effective and successful in my role. More importantly, our clients would receive a stronger experience because I would be fully equipped to serve them at a higher level.
I have seen colleagues who are highly effective with these systems and product knowledge, and their efficiency clearly contributes to stronger production and better client experiences. With the right training, I believe more agents could achieve that same level of productivity and customer experience.