Specialist - Customer Health Solutions Expert (CRM Role)

Acko; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

ACKO seeks a Customer Health Solution Expert to support retail health policy customers through the claims process, handling communications and ensuring satisfaction.

The role involves resolving inquiries, coordinating with internal teams, and tracking customer feedback while operating in rotational shifts including weekends. Strong English and Hindi communication, plus a health-care or insurance background, is preferred.

Qualifications

• Positive and outgoing attitude with passion for customer interaction.
• Excellent communication and interpersonal skills; proficient in English and Hindi.
• Ability to work independently and take initiative.
• Multitasker and team player.
• Experience in customer handling in the insurance sector is a plus.
• Minimum qualification: Graduation.
• Proficient with Microsoft Office tools.

Responsibilities

• Call the customer to inform the claim status.
• Resolve queries end to end and prevent repeats/escalations.
• Demonstrate value of ACKO by delivering excellent customer support.
• Coordinate with internal teams to provide complete customer solutions.
• Analyse customer feedback trends and inform the relevant departments.
• Identify and highlight potential grievances and resolve them promptly.
• Maintain records of each call and customer feedback.
• Publish monthly data on calling efficiency and outcomes.
• Work in rotational shifts, including weekends (6 days with 1 weekly off).

Skills

Communication

English

Hindi

Customer handling

Team player

Education

Medical degree/BDS/BHMS/BAMS/AYUSH/Paramedics, MBA in health care management

Tools

Microsoft Office

Job description

About Us

ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.

We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.

But what truly sets us apart? Our people. At ACKO, every Ackers voice and ideas matter. Were a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.

Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKOs value proposition of Welcome Change’ focuses on offerings that make insurance simple and hassle-free! With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.

Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims"! Anchored in a tech-centric philosophy, ACKO’s approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Acker’s idea matters, their voice is heard, and their growth is part of our mission.

Job Summary:

The Customer Health Solution Expert role supports all customers who are in the retail policy. The associate will be responsible for all customer-facing communications during the health claims process.

Key Responsibilities:

• Call the customer to inform the claim status.
• Resolve queries end to end and ensure zero repeat and escalations.
• Demonstrate the value of Acko to our customer by providing amazing customer support.
• Work with the internal teams to provide a complete solution to the customer.
• Analyse the trend of the customer feedback and highlight it to the concerned departments.
• Identify and highlight the possible grievance cases to the concerned team and resolve them on priority.
• Keep a track and record of every call transaction with the customer feedback.
• Prepare and publish monthly data on calling efficiency and outcome.
• Candidate should be comfortable working in rotational shifts including weekends -Comfortable working 6 days with 1 rotational week off.

Qualifications

Education

• Medical degree-BDS/BHMS/BAMS/AYUSH/Paramedics, MBA in health care management, or a related field (preferred).

Skills & Expertise:

• A positive and outgoing attitude, with passion for customer interaction.
• Excellent communication and interpersonal skills. He /She should be proficient in English, Hindi
• Ability to work independently and take initiative.
• Multitasker and Team Player.
• Previous experience in customer handling in the insurance sector.
• Minimum qualification: Graduation
• Good with Microsoft office.