About the Customer Success Assistant role

• The Customer Success Assistant will be involved in a proactive and client-focused approach, aiming to build long-term relationships and ensure clients feel supported throughout their insurance journey, responsible for handling questions, comments, and complaints regarding the Incourage platform.
• The successful candidate will be ideally required to start ASAP.

Duties and Responsibilities

• Engaging in proactive communication with the Insurance Agency via WhatsApp regarding underwriting issues.
• Promptly responding to inquiries from the Insurance Agency and Agent Leaders, ensuring thorough and helpful answers.
• Ensuring swift extension and renewal of policies, maintaining excellent Turnaround Time (TAT).
• Providing daily support to users on how to effectively utilize the app.
• Compiling and prioritizing feedback from agents to create a backlog for continuous improvement of the Incourage app.
• Collaborating closely with the product team to enhance the Incourage app, promptly conveying user feedback in a constructive and courteous manner.

Note:
This job description outlines primary responsibilities and reflects the proactive approach expected from team members. Additional duties may be assigned as required to meet organizational needs.

Requirements for the role

• A bachelor’s degree in business, finance, insurance, marketing, or a related field is preferred.
• Possess a minimum of 1 year of experience as an Underwriter in an insurance company or Brokerage/agency.
• Demonstrate a strong passion for enhancing customer experience.
• Exhibit enthusiasm for collaborative efforts in improving the application.
• A solid understanding of the insurance industry, including different types of insurance products, coverage options, and basic principles of risk management.
• Previous experience in customer service, account management, or a related field is preferred. Experience in the insurance industry is necessary.
• Strong communication skills, both written and verbal, are crucial. The ability to analyze and solve problems efficiently.
• A customer-centric mindset with a genuine commitment to providing excellent service.
• Strong organizational skills to manage client portfolios, track communications, and ensure that policy renewals and other deadlines are met.
• Familiarity with customer relationship management (CRM) software and other relevant tools used in the insurance industry.
• Awareness and understanding of insurance regulations and compliance requirements to ensure that all interactions and policies adhere to legal standards.
• The ability to adapt to changes in the insurance landscape, including policy updates, industry trends, and regulatory changes.