Client Relationship Management: Act as the first point of contact for clients, delivering prompt, professional, and personalized assistance regarding insurance policies, investment portfolios, and financial planning queries.
Onboarding & Account Servicing: Guide new clients through onboarding, KYC verification, policy setup, fund allocation updates, premium payments, and policy maturities or surrenders.
Inquiry & Dispute Resolution: Efficiently resolve complex client inquiries, policy changes, and claim/disbursement requests while maintaining strict adherence to regulatory compliance and company SLAs.
Cross-Functional Collaboration: Work closely with Underwriting, Claims, Portfolio Management, and Compliance teams to streamline operational workflows and expedite client requests.
Customer Feedback & Retention: Monitor client satisfaction metrics (NPS, CSAT), identify pain points in the customer journey, and proactively suggest operational enhancements to drive client retention.
Omnichannel Communication: Manage client interactions across multiple channels, including phone, email, live chat, and structured in-person or virtual meetings.
Product Education: Educate clients on insurance-linked investment products, account management tools, and online portal features to promote digital self-service adoption.

Education: Bachelor's degree in Business Administration, Finance, Insurance, Communications, or a related field.
Experience: 2–5 years of customer service or client relationship experience within the financial services sector (preferably in Insurance, Wealth Management, Asset Management, or Investment Banking).
Industry Knowledge: Understanding of life insurance products, annuity plans, investment-linked insurance policies (ILPs), and financial compliance standards (KYC/AML).
Communication Skills: Exceptional verbal and written communication skills with the ability to explain complex financial concepts in simple terms.
Technical Skills: Proficiency with CRM software (e.g., Salesforce, Zoho), core banking/insurance operating systems, and Microsoft Office Suite.
Problem-Solving Skills: Strong critical thinking, empathy, conflict resolution, and stress-management capabilities in a fast-paced environment.

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