Associate, Client Services

About the role

The Associate, Client Services will manage servicing and retention of SME accounts, delivering proactive relationship management and timely policy servicing. Acting as the primary point of contact, the role ensures a seamless customer experience and supports premium growth objectives.

Key responsibilities

• Serve as the main relationship contact for assigned SME clients and intermediaries, conducting regular account reviews and service visits.
• Manage policy servicing activities including endorsements, renewals, amendments, certificates, and documentation, coordinating with underwriting, claims, and finance teams.
• Respond to client and intermediary queries within agreed service levels and resolve escalations through stakeholder coordination.
• Support renewal retention and premium targets, identifying cross‑sell and upsell opportunities and referring leads to relevant business teams.
• Maintain accurate records of client interactions, servicing activities, and opportunities within CRM systems, ensuring data quality.
• Monitor account performance, service metrics, and customer feedback, preparing reports and escalating risks impacting retention.

Required profile

• Bachelor’s degree in any discipline.
• 2–3 years of experience in client servicing, relationship management, account management, or insurance operations.
• Preferred certifications: CII (or equivalent), Customer Service Certification, Relationship Management Certification.
• Fluent in English and Arabic with strong communication and stakeholder management abilities.