Analyst, Client Communications

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About the Role

The Client Communications Analyst is responsible for delivering timely, accurate and customer-centric written communications across email, letters and other correspondence channels. The role plays a key part in maintaining a high standard of customer service, supporting positive customer outcomes and contributing to customer satisfaction performance.

in this role, you will handle customer enquiries, service requests and concerns, while working closely with internal stakeholders to ensure issues are resolved effectively and professionally. This is not a correspondence-only role and you will be engaging with customers through both written communications and telephone conversations as required to facilitate case resolution and deliver a positive customer experience. You should be comfortable communicating with customers across both channels and willing to proactively engage customers by phone when necessary.

Key Responsibilities

Customer Communications

• Prepare clear, accurate and professional customer communications across email, letters and other written channels.
• Ensure all correspondence is aligned with company communication standards, regulatory requirements and service guidelines.
• Review customer enquiries and provide appropriate responses within established service standards.
• Tailor communications to customer needs while maintaining consistency and accuracy.

Customer Service Excellence

• Deliver a positive customer experience through professional, empathetic and solution-oriented communication.
• Support the team's efforts to maintain and improve customer satisfaction (CSAT) performance.
• Demonstrate strong ownership of customer cases and follow through to resolution.
• Identify and escalate customer issues requiring further investigation or management attention.

Complaint Handling

• Handle routine and straightforward customer complaints independently.
• Conduct fact-finding and gather relevant information to facilitate complaint resolution.
• Engage customers via telephone where necessary to clarify concerns, provide updates or discuss resolutions.
• Escalate complex, sensitive or regulatory-related complaints to senior team members.

Stakeholder Collaboration

• Liaise with internal departments to obtain information required for customer responses and case resolution.
• Work collaboratively with stakeholders to ensure timely completion of customer requests.
• Support operational initiatives and service improvement activities as assigned.

Operational Support

• Support ad hoc projects, business initiatives and team activities as required.
• Participate in process improvement initiatives to enhance communication quality and operational efficiency.
• Maintain accurate records and case documentation in relevant systems.

Reuqirements

• Diploma or Degree in any discipline.
• Prior experience in customer service, customer communications, complaints handling or an operations environment is preferred.
• Experience in insurance, banking or financial services would be advantageous.
• Demonstrated ability to communicate effectively through both written and verbal channels.
• Comfortable and confident engaging customers via telephone, including handling enquiries, clarifying issues, providing updates and resolving concerns.
• Strong proficiency in written communication, with the ability to draft clear, concise and customer-friendly correspondence.
• Ability to manage customer interactions across multiple communication channels while maintaining a high standard of service.
• Excellent written and verbal communication skills.
• Strong command of English with the ability to draft clear, concise and customer-centric communications.
• Comfortable making outbound calls and handling customer conversations professionally and empathetically.
• Strong customer focus with a service-oriented mindset.
• Good judgement, problem-solving and decision-making skills.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Strong attention to detail and commitment to quality.
• Takes ownership of cases and follows through to resolution.
• Able to switch effectively between written correspondence and telephone interactions to achieve the best customer outcome.