Insurance Analyst analyzing commercial loan coverage according to investor guidelines and assisting borrowers. Maintaining insurance data and reviewing documentation for compliance with investor requirements.
About the role
- Service Assurance Coordinator enhancing customer experience at EXA by providing data-informed support. Collaborating with teams to proactively address issues and improve service delivery.
Responsibilities
- Own the day-to-day service performance and customer experience for assigned accounts in a fast-paced environment
- Conduct regular outbound engagement with customers to ensure services are aligned with their evolving needs and expectations
- Analyse customer history, service trends, and incident patterns to identify root causes and proactively address recurring issues
- Act on customer feedback—both positive and negative—to drive continuous improvement and increase satisfaction scores
- Maintain meticulous oversight of open tickets, ensuring timely updates and resolution in line with SLAs and customer expectations
- Prepare and present data-driven reports on customer satisfaction, service metrics, and improvement initiatives during regular operational reviews
- Collaborate cross-functionally with internal teams, third-party vendors, and engineering to resolve issues and enhance service delivery
- Use insights and analytics to identify opportunities for service enhancements and process optimisation
Requirements
- Previous experience in customer service, service desk or service coordination
- Strong analytical mindset with the ability to interpret data, identify trends, and make informed decisions
- Excellent verbal and written communication skills with a professional and empathetic approach to customer interactions
- Highly customer-focused with a passion for delivering outstanding service experiences
- Detail-oriented with a commitment to accuracy and quality in all aspects of work
- Proven problem-solving skills and the ability to manage competing priorities effectively
- Collaborative team player who thrives in a dynamic, fast-paced environment
- Proficient in Microsoft tools (e.g., Excel, PowerPoint, Outlook) as well as service management and data analysis platforms.
Benefits
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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