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 positive customer outcomes.
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, English proficiency, telephone engagement, problem-solving, multi-tasking
Preferred skills
Insurance/banking experience, customer service background, process improvement knowledge
Technologies
Case management systems, email platforms, telephony systems
Responsibilities
Draft professional customer correspondence across multiple channels; handle routine and straightforward complaints independently; engage customers via telephone to clarify issues and provide updates; liaise with internal departments to gather information for case resolution; escalate complex or regulatory-related complaints; maintain accurate case documentation and records.
Seniority
Individual Contributor, entry to mid-level