Customer Experience Associate (CXA) Level 1

Indigo Insurance Ltd•Los Angeles, CA

About The Position

Indigo Insurance Agency is a leading general insurance provider in the Bahamas and is transforming its processes from manual to digital. The Customer Experience Associate Level 1 is responsible for providing exceptional service and support to clients and claimants. The role involves offering personalized assistance, responding to inquiries, and resolving concerns while following industry regulations and company policies. It contributes to maintaining long-term client relationships and supporting business growth.

Requirements

High school diploma or higher.
Prior experience working within an insurance organization.
Demonstrable innovative and leadership qualities from previous roles.
Appreciation for new technology and how it can improve business processes and performance.
Strong appetite for improvement and growth.
Entrepreneurial approach to work and business.
Good proficiency in MS Office applications.
Strong planning, analytical, decision-making, and communication skills.
High integrity and uncompromising ethical standards.

Responsibilities

Read and understand policy wordings.
Advise and guide clients on using the payment portal and other non-cash payment options.
Assist clients and claimants with claims reporting.
Process new business, endorsements, renewals, and cancellations.
Prepare renewal presentations.
Answer phone calls.
Follow up with clients regarding outstanding receivables.
Respond to new, assigned, and unassigned tickets, including email, voicemail, and messages.
Update client profiles.
Scan documents to client profiles.
Make renewal and retention calls to clients.
Update renewal and retention records.
Assist auditors when necessary.