Customer Success Executive

2 weeks ago

PhilAm Metro Manila, Philippines The Insurance Concierge Full time ₱600,000 - ₱1,200,000 per year

About us

At The Insurance Concierge, we specialise in providing tailored global health and medical insurance solutions for individuals and businesses across the world. Whether relocating or traveling, our clients enjoy seamless, reliable coverage wherever life takes them. We've proudly supported corporations, C-level executives, and discerning travelers in safeguarding their health and peace of mind—anytime, anywhere.

Position: Customer Success Executive (Renewals)

Location: Remote

Employment Type: Full-time


Role Overview

We are looking for a Customer Success Executive (Renewals) to drive client retention and ensure ongoing satisfaction across our portfolio of international health insurance clients. This role requires strong communication skills, a proactive mindset, and ideally, prior experience in global health insurance or financial services.

Requirements & Skills
  • Excellent command of English, both written and spoken.
  • Proven experience in customer service, client success, or account management—preferably in the insurance or financial services sector.
  • Familiarity with international health insurance is a plus.
  • Strong interpersonal skills with a client-first mindset.
  • High level of integrity, discretion, and professionalism.
  • Tech-savvy with the ability to work independently in a remote setup.
Key Responsibilities

1. Client Relationship Management

  • Respond promptly to client inquiries and resolve any issues efficiently.
  • Conduct regular check-ins to ensure ongoing satisfaction with policy performance and service delivery.

2. Renewal Process Management

  • Take full ownership of the renewal cycle for existing clients, ensuring timely outreach and policy continuation.
  • Identify opportunities to enhance coverage based on client needs and evolving circumstances.

3. Policy Administration

  • Process policy renewals accurately and in a timely manner.
  • Maintain up-to-date client records within the CRM system.
  • Coordinate with insurers and underwriters to confirm compliance with terms and timelines.

4. Client Education and Support

  • Educate clients on policy details, benefits, and claims processes.
  • Assist with claims submissions and provide follow-up support where necessary.

5. Internal Collaboration

  • Share insights and contribute to the development of team processes and best practices.
  • Support colleagues across departments when needed.

Requirements & Skills

  • Excellent command of English, both written and spoken.
  • Proven experience in customer service, client success, or account management—preferably in the insurance or financial services sector.
  • Familiarity with international health insurance is a plus.
  • Strong interpersonal skills with a client-first mindset.
  • High level of integrity, discretion, and professionalism.
  • Tech-savvy with the ability to work independently in a remote setup.

Performance Metrics (KPIs)
  • Client renewal and retention rates
  • Customer satisfaction scores and qualitative feedback
  • Accuracy and timeliness in renewal processing
  • Quality and consistency of client communications

What We Offer
  • Flexible, remote working environment
  • Exposure to high-net-worth and corporate clientele
  • Collaborative and professional team culture
  • Opportunity to grow with a fast-expanding international insurance brokerage

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