Sr. Customer Contact & Operations Specialist

Sr. Customer Contact & Operations Specialist, Assurant-GCC, India

Support sales and operational functionality in the retail warranty and connected living service and insurance product market.

This position will be in Bangalore, Chennai, Hyderabad at our India location

What will be my duties and responsibilities in this job?

· Build relationships with partners’ members and teams

· Support partners with product knowledge delivery and training. This includes distribution of supplied training reports and assist insurance partners to ensure all Sellers/Distributors are enrolled and trained

· Share information updates and provide access to Assurant e-Learn modules where available.

· Support retail and insurance partners and internal operations to onboard new stores and dealers/Authorized Distributors, including supporting set-up and provision of contract templates.

· Support retail partners with the upload of sales data via SFTP or through the Mercury submission portal. Mercury set-up processing is included.

· Support the Finance Team to communicate with Retailer payments and drive escalation on late and large payments through Support Offices & retail account offices.

· Support retailers to use available channels to assist claims processing for claims queries from retailers and their customers as they arise, including missing sale support.

· Manage the Business Enquiry Inbox and distribute enquiries to the business

· Process retail warranty brochure orders.

· Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the company.

· While the Service Account Manager has no claims authority or budget responsibility, they have a degree of responsibility in ensuring their own and the company’s time and resources spent aligning with the level of sales and revenue with each partner.

What are the requirements needed for this position?

· Successful completion of secondary school as minimum, and any tertiary study would be highly valued.

· A minimum of 3-5 years’ account management experience and demonstrated record of building relationships with remote partners and clients

· Skill at handling occasional escalated issues, generally around claims fulfilment (where solutions are ultimately managed by the CX team)

· Ability to manage and track processes sometimes with several steps, and involving multiple parties, internal and external.

· An ability to comprehend and communicate the basic structures of the service and insurance programs that each of Assurant’s business partners work within.

· An understanding of sales processes and targets and a demonstrated record of working in a position where accountable performance against sales targets drove a team’s behavior.

· Good communication skills, particularly with writing.

· Demonstrated skills with MS Word, and Outlook and a basic level of skill with Microsoft Excel.

What other are the Preferred Experience, Skills, and Knowledge?

· Any experience working in either financial services or insurance delivery role would be highly valued.

· Any experience working with consumer electronics retailers would be valued