As a Customer Experience Associate you will be responsible for delivering an exceptional experience to new and existing customers/ insurance agents who refer business. To succeed in this role, you should have a relentless focus on the customer, strong attention to detail and problem-solving skills, and exceptional communication skills.
We are looking for a Customer Support Associate who thrives on helping customers and solving problems as well as working in a dynamic environment. Creating a positive customer experience is of the utmost importance to us and will continue to determine our success in the industry.
1- 3 years experience in customer support, customer success, operations, or a related role
● Must be able to speak English and Spanish fluently.
Experience in life insurance or related industry a plus, but not required
● Very detail oriented, especially while working with agent compensation and contract details
● Bachelor’s degree preferred
● Proficiency working with Salesforce or equivalent support/help desk software preferred, but not required
● Strong intellectual curiosity and drive to solve problems
● Excellent time management , highly organised and prioritization necessary to balance all responsibilities
● Possess grit and can adapt to changes quickly
● Adaptable to change and ability to change tasks quickly with maintaining attention to detail
● Excellent phone presence , screen navigation and written communications skills.
● Ensure accuracy in information being communicated to agents, especially when it comes to policy status and the agent’s compensation
● Become efficient in systems dealing with both consumer policy information as well as partner agent systems
● Able to understand and communicate complex agent payments and contract details.
● Provide excellent service via email, live chat, SMS, and phone, and providing answers to incoming inquiries relating the partner insurance agent and their business
● Develop strong understanding and knowledge of Ethos products and processes in order to support customers/agents and act as a resource for partnership account managers
● Identify customer/agent needs and process requests effi ciently and eff ectively within defi ned service levels
● Build rapport and gain the respect of agents through clear and transparent communication
● Meet individual and customer support team goals and objectives
● Identify opportunities for process improvements for assigned functions, collaborating with management to implement agreed upon solutions.
At Caribbean HR Solutions, we are more than just an HR firm—we’re a leading Professional Employer Organization (PEO) and one of the most trusted employment agencies in Jamaica and now Guyana. We specialize in a full range of HR outsourcing services designed to support startups, SMEs, and multinational companies.
From payroll outsourcing and executive search services to virtual HR services and HR services for small business, we help you streamline your workforce management, cut overheads, and scale faster.