Business Support Analyst

Position's General Duties and Tasks

• We are looking for an outgoing Customer service associate to assist our customers with product inquiries in a swift, proficient, and friendly manner. The Customer service associate will be instrumental in addressing queries, concerns, and service issues, by communicating in a professional, positive manner.
• You will apply your multitasking skills by listening and responding to customer via Chat/Emails, navigating computers, documentation simultaneously. Should have the ability to swiftly gain customer confidence and trust.
• To ensure success in this position you will have the ability to maintain a sound knowledge of products and services and be an effective communicator. Top candidates are detail-oriented, motivated, and have excellent people skills.
• In these roles you will be responsible for:
• Providing front-line Customer service to Policyholders, beneficiaries, agents, and internal customers via Chat/email.
• Ensuring customer satisfaction and strive to meet service standards. Providing Outstanding customer service
• Processing and logging incoming chats/emails into the CRM system.
• Identifying customer needs, Forwarding, and escalating inquiries to relevant individuals and departments.
• Communicating effectively and professionally with both internal and external customers to resolve questions and issues.
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  Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team.
• Collaborating with management or other team members as appropriate to proactively address service issues and concerns.
• Analyse and clear inquiries of the Team and address it appropriately. Reaching out to various stakeholders for any further inquiry.
• Coordinating training and mentoring activities for new team members.
• Maintaining confidentiality of information.
• Performing other duties as the need arises.

Required Skills for this role include:

• Candidate should have a minimum of 3-5 years experience in Voice/Chat support that required you to work regularly scheduled shifts.
• Possesses excellent verbal and written communication skills
• Proficient experience using a computer with Windows PC applications that required you to use a keyboard, navigate screens, and learn new software tools.

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• 12+ months of experience in a role that required attention to detail, accuracy, and accountability for your work product.
• 12+ months of experience in a role that required you to communicate (oral/written) effectively in a professional/office setting.
• Typing speed of 35 wpm.
• Ready to work in complete night shifts
• Any Graduation with English as a compulsory subject.
• Ability to sit at a desk/remote for extended periods.
• Proficient with MS Office suites and leading CRM tools such as Salesforce

Preferred Skills include:

• Previous insurance industry experience that required knowledge of Life insurance and annuity policies where you handled interactions(calls/chat/email) from customers inquiring about payments, policy information, or claims.
• Required schedule availability for this position is Monday-Saturday (6.00 PM to 4.00 AM IST). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime basis business requirement.