Customer Experience Associate (CXA) Level 1

Indigo Insurance Agency is a leading general insurance provider in the Bahamas. We are on a path of transformation from very manualized to digitalized processes.

As a CXA Level 1 at Indigo Insurance Agency, your primary responsibility will be to ensure exceptional customer service and satisfaction for our clients and claimants. You will play a crucial role in providing personalized assistance, addressing inquiries, and resolving clients' concerns. By delivering a positive customer experience while adhering to industry regulations and company policies, you will contribute to our mission of maintaining long-term client relationships and fostering business growth.

Key Responsibilities:

1. Read and understand policy wordings
2. Advise and guide clients to use payment portal and other non-cash payment options
3. Assist clients and claimants with claims reporting
4. Processing new business, endorsements, renewals and cancellations
5. Prepare renewal presentations
6. Answer phone calls
7. Follow up with clients on outstanding receivables
8. Respond to new/assigned/unassigned tickets (email, voicemail, messages)
9. Update client profile
10. Scan documents to client profile
11. Renewals and retention calls to clients
12. Renewals and retention updates
13. Assist auditors when necessary

Requirements:

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