Customer Support Specialist assisting clients with technical inquiries via phone and email. Collaborating with the team on customer escalations and industry standard Learnings.
About the role
- Agent Onboarding & Support Specialist ensuring agents are compliant and confident in using Lami platform. Guiding agents from onboarding to their first sale with hands-on support.
Responsibilities
- Onboard and activate new agents on the Lami platform.
- Conduct onboarding sessions and platform training.
- Provide hands-on support to ensure agents can navigate the platform effectively.
- Ensure all agents meet required KYC compliance standards before activation.
- Verify submitted documentation and maintain compliance records.
- Provide timely and effective support to agents.
- Guide agents from onboarding to their first policy sale or booking.
- Provide practical sales guidance and platform support.
- Monitor early performance and intervene where support is needed.
- Set clear activation targets with agents.
- Track onboarding progress and sales activity.
- Follow up consistently to drive engagement and conversions.
- Gather agent feedback on the onboarding experience and platform usability.
- Share insights with internal teams to improve tools, processes, and agent satisfaction.
- Work with marketing teams to equip agents with relevant sales and promotional materials.
Requirements
- Strong communication and relationship-management skills.
- Experience in agent onboarding, training, or customer support, ideally in a tech-enabled environment.
- Familiarity with KYC and compliance processes.
- Ability to track performance and drive results.
- Strong problem-solving skills and a proactive mindset.
- Interest in technology and innovation in insurance.
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