Service Advisor, Partner Support

Required Experience: 1–3 years of experience in Customer Service, Partner Support, Insurance Operations, Call Centre, Broker Servicing, or Financial Services. Exposure to insurance products, policy servicing, renewals, and intermediary servicing is preferred. Experience working with CRM platforms and customer service systems. Strong verbal and written communication skills with a customer-focused mindset. Education: Bachelor’s Degree in Business Administration, Insurance, Finance, Commerce, or related discipline. Preferred Certifications Certificate in Insurance (CII Foundation or equivalent) Customer Service Certification CRM Systems Training Purpose: To provide high-quality servicing support to broker and intermediary partners by resolving queries, processing service requests, and ensuring seamless partner interactions. The role is responsible for delivering timely and accurate support, achieving first-contact resolution, maintaining service quality standards, and strengthening partner relationships to support business retention and growth Tangible Deliverables Partner Servicing & Query Resolution Serve as the primary point of contact for brokers and intermediary partners for day-to-day servicing requirements. Handle inbound calls, emails, and service requests in accordance with defined service standards. Provide accurate and timely responses to partner queries and requests. Resolve partner issues at first contact wherever possible and escalate complex cases appropriately. Service Request Management Process partner requests, endorsements, renewals, quotations, and servicing transactions accurately and within agreed turnaround times. Ensure all requests are handled in accordance with internal policies, underwriting guidelines, and operational procedures. Monitor open requests and ensure timely closure. Relationship Support Build positive working relationships with brokers and partners through responsive and professional service. Support partner retention by delivering consistent service excellence and issue resolution. Identify recurring partner concerns and escalate improvement opportunities. Operational Excellence & Compliance Maintain accurate records of interactions, transactions, and service requests within CRM and operational systems. Ensure adherence to service protocols, audit requirements, and regulatory guidelines. Support quality assurance activities and process compliance reviews. Coordination & Stakeholder Management Collaborate with Underwriting, Claims, Operations, Finance, and Distribution teams to resolve partner requests efficiently. Facilitate effective communication between partners and internal stakeholders. Ensure smooth information flow and resolution of service bottlenecks. Reporting & Continuous Improvement Maintain service logs and operational records. Support reporting on service performance, query trends, and partner feedback. Contribute ideas to improve partner experience, operational efficiency, and service quality. Show more Show less