Customer Success Associate

💼 Job Title: Customer Success Manager / Client Success Manage

r🏢 Department: Customer Service / Relationship Management

📍 Location: GC Avenue, India House

👤 Reports To: Head – Customer Success / Customer Experience /

🎯 Job Purpose:To build and nurture long-term relationships with policyholders 🤝 by ensuring exceptional customer satisfaction, timely service delivery, and proactive communication.

This role focuses on policy servicing, client retention, renewals, and helping customers derive maximum value from Kotak Life Insurance products.

• 🚀 Key Responsibilities:🤝 Customer Relationship ManagementAct as the primary point of contact for assigned customers.
• Understand customer needs, preferences, and life-stage goals to provide relevant insurance solutions.
• Ensure timely communication and resolution of customer queries or complaints.
• Conduct regular follow-ups for renewals, updates, and customer feedback.
• 🔁 Retention & RenewalsDrive policy renewals and ensure minimal policy lapsation.
• Educate customers about policy benefits, renewal timelines, and value-added services.
• Identify cross-selling / upselling opportunities aligned with customer needs and life stages.
• ⚙️ Service DeliveryCoordinate with Underwriting, Claims, and Operations teams to ensure smooth and prompt service delivery.
• Track and ensure timely policy issuance, endorsement processing, and claim settlements.
• Maintain Customer Satisfaction (CSAT) and Net Promoter Score (NPS) as per company benchmarks.
• 📊 Customer Insights & ReportingGather and analyze customer feedback to identify recurring issues and areas for improvement.
• Share actionable insights with management for service excellence and process optimization.
• Maintain accurate customer records and interactions in CRM systems.
• ✅ Compliance & QualityAdhere to Kotak Life Insurance policies and IRDAI regulatory standards.
• Handle all customer information confidentially and ethically.
• 💡 Key Skills Required:🌟 Excellent communication and interpersonal skills
• 💬 Strong customer-first and empathetic attitude
• 🧩 Proven problem-solving and conflict-resolution abilities
• 💼 Good understanding of insurance products and BFSI processes
• 🗂️ Organized, detail-oriented, and proactive in follow-ups
• 🎓 Qualifications & Experience:Education: Graduate / Post Graduate (preferably in Business, Marketing, or Finance)
• Experience:
• Both freshers and experience can apply
• 2–5 years in Customer Relationship Management / Client Servicing / Customer Success, preferably in Life Insurance / BFSI
• Experience in handling high-value clients or portfolio management preferred