Customer Experience Associate (CXA) Level 1 (Contractor)

Colina Property and Casualty Holdings Ltd. (CPCH) is a leading general insurance group in the Caribbean. We are people-centric and technology first.

As a CXA Level 1 (Contractor) at CGIA, your primary responsibility will be to ensure exceptional customer service and satisfaction for our clients and claimants. You will play a crucial role in providing personalized assistance, addressing inquiries, and resolving clients' concerns. By delivering a positive customer experience while adhering to industry regulations and company policies, you will contribute to our mission of maintaining long-term client relationships and fostering business growth.

Key Responsibilities:

• Read and understand insurance policy wordings

• Advise and guide clients to use payment portal and other non-cash payment options

• Assist clients and claimants with claims reporting

• Processing new business, endorsements, renewals and cancellations

• Prepare renewal presentations

• Answer phone calls

• Follow up with clients on outstanding receivables

• Respond to new/assigned/unassigned tickets (email, voicemail, messages)

• Update client profile

• Update TBA policy status

• Scan documents to client profile

• Renewals and retention calls to clients

• Renewals and retention updates

• Prepare or assist in the bordereaux preparations when necessary

• Assist auditors when necessary

Requirements:

• High school diploma or higher
• Prior experience working within an insurance organization
• Demonstrable innovative and leadership qualities from previous roles.
• An appreciation for new technology and how it can elevate business processes and performance
• An insatiable appetite for improvement and growth
• An entrepreneurial approach to work and business
• Good proficiency in MS Office applications
• Strong planning, analytical, decision-making and communication skills.
• High integrity and non-compromising ethical standards.