Customer Success Associate

2 days ago

Chandni Chowk Kolkata, India Kotak Life Insurance Full time ₹ 2,50,000 - ₹ 7,50,000 per year

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

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