Customer Support Executive (Insurance) - Associate

📍 Job Overview

• Job Title: Customer Support Executive (Insurance) - Associate
• Company: Paytm
• Location: Noida, Uttar Pradesh, India
• Job Type: On-roll
• Category: Customer Support & Claims
• Date Posted: July 31, 2025

🚀 Role Summary

• Manage end-to-end claims processes and ensure smooth operations while driving customer satisfaction.
• Liaise with insurers, analyze claims data, and collaborate across departments to enhance processes and deliver efficient, customer-centric solutions.
• Provide accurate product and claims information to customers via calls and emails, resolving issues efficiently and meeting SLA targets.

📝 Enhancement Note: This role requires a strong focus on customer experience, data analysis, and cross-functional teamwork to drive continuous improvement in claims operations and customer satisfaction.

💻 Primary Responsibilities

• Claims Operations:

  • Drive end-to-end claims processes and ensure smooth operations.
  • Liaise with insurers for process sign-offs and performance improvement.
  • Analyze claims data to identify patterns and implement actionable insights.

• Customer Experience:

  • Provide accurate product and claims information to customers via calls and emails.
  • Resolve customer issues efficiently by coordinating with cross-functional teams and insurers.
  • Ensure timely and effective communication to meet SLA targets.

• Service Support:

  • Understand customer needs and close queries post-sales closures.
  • Convert customer interest into solutions, focusing on satisfaction and retention.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, strong communication skills, and a customer-centric mindset to deliver exceptional support and drive customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business Administration, Finance, or a related field.

Experience: Minimum 6 months in Customer Service Operations/Claims (Insurance experience preferred).

Required Skills:

• Proficiency in using ticketing tools like Freshdesk or Zendesk.
• Strong interpersonal, negotiation, and listening skills.
• Ability to learn and explain products/services effectively.
• Team-oriented, quick learner, and results-driven.

Preferred Skills:

• Experience in insurance claims processing.
• Strong data analysis skills.
• Knowledge of insurance industry trends and best practices.

📝 Enhancement Note: Candidates with relevant insurance industry experience and strong data analysis skills will have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: INR 3-4 LPA (Based on experience and industry standards for customer support roles in the insurance sector in Noida, Uttar Pradesh)

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health insurance and wellness programs.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.

Working Hours: Full-time, Monday to Friday, with flexible hours to meet business needs.

📝 Enhancement Note: The salary range is estimated based on industry standards for customer support roles in the insurance sector in Noida, Uttar Pradesh. Actual salary may vary based on experience and performance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech and Digital Payments

Company Size: Medium (5,000-10,000 employees)

Founded: 2010

Team Structure:

• Customer Support & Claims team, reporting to the Head of Customer Support.
• Cross-functional collaboration with Product, Operations, and Insurance teams.

Development Methodology:

• Agile/Scrum methodologies for continuous improvement and process enhancement.
• Regular team meetings and stand-ups to ensure effective communication and collaboration.

Company Website: Paytm

📝 Enhancement Note: Paytm is a leading digital payments and financial services company, with a strong focus on customer-centric innovation and continuous improvement. The company's culture values collaboration, creativity, and a customer-centric approach to problem-solving.

📈 Career & Growth Analysis

Customer Support & Claims Career Level: Associate - Early to mid-career level, with opportunities for growth and development in customer support, claims management, or related fields.

Reporting Structure: Reports directly to the Team Lead or Manager of Customer Support & Claims.

Technical Impact: This role has a direct impact on customer satisfaction, claims processing efficiency, and overall customer experience. The ideal candidate will drive continuous improvement in processes and systems to enhance customer support and claims management.

Growth Opportunities:

• Progression to Senior Customer Support Executive or Team Lead roles.
• Specialization in specific claims types or product lines.
• Transition to related roles in Operations, Product, or Insurance teams.

📝 Enhancement Note: This role offers strong growth potential for candidates looking to build a career in customer support, claims management, or related fields within the insurance industry.

🌐 Work Environment

Office Type: Modern, collaborative office spaces with open-plan work areas and dedicated team spaces.

Office Location(s): Noida, Uttar Pradesh, India

Workspace Context:

• Collaborative work environment with regular team meetings and cross-functional collaboration.
• Access to modern tools and technologies for customer support and claims management.
• Opportunities for professional development and training.

Work Schedule: Full-time, Monday to Friday, with flexible hours to meet business needs. Occasional weekend or evening work may be required to support customer needs.

📝 Enhancement Note: Paytm's work environment fosters collaboration, innovation, and continuous learning, with a strong focus on customer-centric problem-solving and process improvement.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit.
2. Technical assessment or case study to evaluate problem-solving skills and understanding of customer support processes.
3. Final round with the hiring manager or team lead to discuss career goals, expectations, and fit within the team.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their experience in customer support, claims management, or related fields, as well as their understanding of the insurance industry and customer-centric problem-solving.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support & Claims Values:

• Customer-centric approach to problem-solving and process improvement.
• Strong communication and collaboration skills.
• Attention to detail and commitment to accuracy.
• Proactive approach to issue resolution and customer satisfaction.

Collaboration Style:

• Cross-functional collaboration with Product, Operations, and Insurance teams.
• Regular team meetings and stand-ups to ensure effective communication and collaboration.
• Open and transparent communication, with a focus on continuous learning and improvement.

📝 Enhancement Note: Paytm's customer support and claims teams value collaboration, customer-centric problem-solving, and continuous improvement. The ideal candidate will be a strong communicator, team player, and customer advocate, with a commitment to driving exceptional customer experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing high volumes of customer inquiries and claims efficiently.
• Identifying trends and patterns in claims data to drive process improvement.
• Balancing customer expectations with insurance policies and regulations.

Learning & Development Opportunities:

• On-the-job training and mentoring from experienced team members.
• Opportunities to attend industry conferences, workshops, and webinars.
• Access to online learning platforms and resources for professional development.

📝 Enhancement Note: This role offers strong growth potential for candidates looking to build a career in customer support, claims management, or related fields within the insurance industry. The ideal candidate will be proactive, adaptable, and committed to continuous learning and improvement.

💡 Interview Preparation

Technical Questions:

• Describe your experience in customer support or claims management, and how you've handled challenging customer situations.
• How do you approach data analysis and process improvement in customer support or claims management?
• Can you discuss a time when you identified a trend or pattern in customer data and used it to drive process improvement?

Company & Culture Questions:

• Why are you interested in this role and Paytm's customer support team?
• How do you approach customer-centric problem-solving and process improvement?
• How do you balance customer expectations with insurance policies and regulations?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their experience in customer support, claims management, or related fields, as well as their understanding of the insurance industry and customer-centric problem-solving.

📌 Application Steps

To apply for this Customer Support Executive (Insurance) - Associate position at Paytm:

1. Submit your application through the Paytm careers page.
2. Prepare for the phone or video screening by practicing your communication skills and reviewing your customer support experience.
3. Research Paytm's customer support and claims processes, as well as the insurance industry, to demonstrate your understanding and enthusiasm for the role.
4. Prepare for the technical assessment or case study by reviewing your experience in customer support, claims management, or related fields, and thinking about how you've approached data analysis and process improvement.
5. Prepare for the final round with the hiring manager or team lead by reflecting on your career goals, expectations, and fit within the team.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.