Customer Success Junior Associate

Job Summary:

Customer Success Junior Associate is responsible for managing corporate Employee Benefits (EB) client accounts, including health, life, and personal accident insurance. This role serves as the primary point of contact for clients and insurance participants, ensuring seamless communication, coordinating cross-functional support, and delivering an excellent customer experience throughout the policy lifecycle.

Responsibilities:

• Deliver excellent operational support and service to clients and business partners.
• Own the end-to-end relationship with assigned clients, including onboarding, implementation, product socialization, and ongoing account management.
• Act as the primary point of contact for clients and participants, handling first-level inquiries and resolving issues promptly.
• Coordinate and triage client requests to the appropriate internal teams, including Administration, Finance Operations, Claims, Insurance Placement, Tech Operations, and other relevant stakeholders.
• Ensure client requests are completed accurately and within the agreed service level agreements (SLAs).
• Monitor request progress and proactively follow up with internal teams to ensure timely resolution.
• Build strong relationships with clients to maintain high levels of customer satisfaction.
• Collaborate closely with cross-functional teams, including Sales, Insurance Placement, Finance Operations, Claims, Administration, and Technology.
• Communicate effectively with both internal and external stakeholders to resolve issues and improve service delivery.
• Prepare and maintain client documentation, reports, and active insurance policy records.

Requirements:

• Bachelor's degree in any discipline.
• Minimum 1 year of experience in Client-Facing, Customer Success, Customer Relationship, Account Management, Client Relations, or a related field.
• Strong verbal and written communication skills.
• Ability to work effectively across multiple teams in a fast-paced, deadline-driven environment.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Proactive, detail-oriented, adaptable, and eager to learn.
• Proficient in Microsoft Excel or Google Sheets, Microsoft PowerPoint, and project management or dashboard tools.
• Experience in the insurance or financial services industry is an advantage.
• Willingness to learn about Employee Benefits and the insurance industry.
• Good command of written and spoken English.