Associate - CS and Ops

• Handle inbound and outbound calls, emails, and chat interactions from travel partners, providing accurate information and timely updates.
• Explain insurance coverage, benefits, features, and policy terms clearly to travel agents.
• Assist travel agents with booking travel insurance policies for their customers.
• Engage with travel agents to educate them on products and proactively promote available services.
• Support policy issuance by processing and issuing new policies and endorsements.
• Manage policy amendments and cancellations as per requests and defined processes.
• Address customer complaints and concerns professionally, ensuring fair and satisfactory resolutions.
• Maintain accurate records of all customer interactions, transactions, feedback, and complaints.
• Troubleshoot issues and collaborate with internal teams to resolve escalated cases efficiently.

• Qualifications and Experience required:
• 2-5 years of robust experience in insurance claims processing, preferably with an insurance broker, TPA, or insurance company.
• Prior experience as a Claims Analyst with an insurance company
• Strong understanding of insurance claims
• Familiarity with insurer/TPA portals and claims submission procedures.
• Work experience with bancassurance-sales or travel industry will be a strong added advantage.

• Key competencies for the role:
• Strong attention to detail with the ability to accurately handle documentation and data entry.
• A customer-focused mindset with a high degree of empathy and professionalism in all interactions.

Required Skills