EXL IT service management
Location
Noida | India
Job description
Role Responsibilities:
As a Client Service team member, you will be responsible for ensuring our clients have a great experience with Client. We pride ourselves on making things fast, easy, and tailored for each specific client. Some of our best client feedback is about our exceptional client experience and service. You'll be part of helping us scale our client service capabilities.
On a day-to-day basis, you will be responsible for guiding our clients, new and existing customers, through any insurance questions they may have, day-to-day servicing of accounts, renewal business, and supporting client needs when changing coverage. This is a great position to build a foundation in the insurance, start-up, and tech fields and to start growing your career with Client.
Job Duties:
- Serve as first line of defense for responding to client inquiries from live chat, email, and phone
- Leave a positive first impression and establish trusted relationships with new and existing clients
- Deliver consistent and timely follow-up in response to client requests and issues
- Proactively problem-solve when faced with new or unique client requests
- Identify areas to improve our product, processes, and procedures, focused on delivering a great customer experience
- Drive additional value by collaborating with and identifying opportunities for the sales team
- Assist with documenting day-to-day processes and improvements
- Become an expert in Client's product experience such that you can guide clients through the digital client journey, including our website and application process
- Collaborate with cross-functional team members in Sales, Success, and Policy Administration to solve complex client needs or identify new ways of doing things
- Proactively resolve invoice and payment discrepancies
- Provide support for internal and external audits
- Contact clients for failed payments and overdue invoices
- Maintain Accounts Receivable by servicing client accounts
- Be a self-starter, independent learner, and have unparalleled resourcefulness
- Be a great writer with a keen eye for the nuances of the English language
- Believe in values:
Put people first
Serve clients with integrity and excellence
Listen, challenge, and grow
Face challenges head-on and win as a team
About you:
- 1+ years of experience in a client-facing support role
- Eager to complete the Property and Casualty licensing exam within your first 90 days
- Strong communication and organizational skills
- Dependable, positive, and action-oriented with excellent follow-through skills
- Able to deal well with ambiguity and maintain composure in complex situations
- Passion for swimming in solutions versus dwelling on problems
- Comfortable with working an adjusted schedule: 9:30 am - 6:00 pm Central.
Nice to have:
- 1+ years of AR, Billing, or Accounting experience
- A background in insurance, technology, SaaS, or other regulated categories
- Exposure to and passion for early-stage startups and/or high-growth environments
- Bachelor's Degree in Liberal Arts, Business, Insurance, or a related field
Job tags
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