Analyst, Client Communications
Core
Deliver timely, accurate, and customer-centric written communications (email, letters) and handle customer enquiries, service requests, and complaints via phone and written channels to ensure effective case resolution and high customer satisfaction.
Role type
Client Communications Analyst (Customer Service)
Builds
Customer correspondence, complaint resolutions, and service updates
Domain
Insurance / Financial Services
Deliverable
client delivery
Required skills
Written communication, verbal communication, complaint handling, case management, stakeholder liaison, regulatory compliance, multi-channel interaction, problem-solving, attention to detail
Preferred skills
Insurance/banking experience, English proficiency, outbound calling comfort, process improvement
Technologies
Case management systems, email platforms, letter generation tools
Responsibilities
Draft clear and professional customer communications across email and letters; Review and respond to customer enquiries within service standards; Handle routine complaints independently and escalate complex cases; Engage customers via telephone to clarify issues and provide updates; Liaise with internal departments to gather information for case resolution; Support operational initiatives and process improvement activities.
Seniority
Individual Contributor, entry to mid-level