Customer Connect Senior Associate – Immediate Start

About the role

The Customer Connect Senior Associate will deliver a high‑quality, speedy experience for policy owners, beneficiaries, advisors and prospects across all customer‑facing channels. You will coordinate after‑sales transactions with the Service Delivery team and ensure fair, timely resolutions for every interaction.

Key responsibilities

• Address customer queries received via email, live chat, voice and social media.
• Handle incoming and outbound queries on assigned platforms promptly.
• Meet and exceed internal KPI metrics such as AHT, service level and productivity.
• Proactively manage policy‑owner requests, route them to the appropriate cross‑functional team and keep customers updated until case closure.
• Resolve minor complaints, aiming for 90% resolution within the expected turnaround time.
• Conduct conservation activities with policy owners.
• End‑to‑end handling of minor complaints (delayed processing, follow‑ups, transaction errors).
• Identify, define and review issues raised by customers with a high professional standard.
• Track action items and facilitate the closure of complaints.
• Perform additional duties assigned by the supervisor to meet operational and team goals.

Required profile

• College graduate; business‑related or pre‑med courses preferred.
• 1–2 years experience in insurance operations or life‑claims operations (advantageous).
• Customer‑service experience in banking, financial services, hospitality, marketing or sales.
• Proven ability to handle inbound, outbound, chat, email and social‑media interactions.

Required skills