Job Title: Customer Success Analyst
Location: Gurugram, Haryana, India
Job Type: Remote, Full-time
About Better
Better is revolutionizing home finance by making it faster, cheaper, and easier for everyone to become a homeowner. We leverage cutting-edge technology and innovation to streamline the home-buying journey, ensuring affordability and accessibility in home financing. Our accomplishments include:
- Funding over $100 billion in loans for customers—more than any other fintech.
- Ranking #1 in the U.S. on LinkedIn’s Top Startups in 2020 and 2021.
- Being Forbes’ Best Online Mortgage Lender for 2023.
- Being USA Today’s Best Mortgage Lenders of 2023, Best for FHA Loans.
- Raising over $1.2 billion in equity capital to transform the mortgage industry.
At Better, we thrive on innovation, efficiency, and excellence. We foster a workplace where smart, ambitious individuals can reach their full potential.
Job Description
As a Customer Success Analyst at Better, you will play a crucial role in ensuring a seamless and efficient home financing experience for our customers. You will be responsible for assisting customers in understanding and purchasing homeowners’ insurance, coordinating with lenders, and providing world-class customer service. Your role will involve proactive customer engagement, problem-solving, and upselling policies where applicable.
Key Responsibilities for Customer Success Analyst
- Customer Interaction: Engage with prospective Cover customers through phone, text, and email to maintain a 15-minute service level agreement for all new Cover customers.
- Customer Education: Guide customers on the process of purchasing homeowners’ insurance, its relationship with home lending, and its impact on homeownership.
- Consultative Selling: Adopt a consultative approach to help customers overcome obstacles and achieve their goals in home insurance, lending, and home-buying.
- Customer Experience: Ensure an outstanding customer experience to enhance conversion rates of potential customers to Better Cover customers.
- Appointment Scheduling: Coordinate and schedule appointments for customers with Insurance Experts to facilitate the Cover purchase process.
- Policy Management: Generate insurance quotes using EzLynx and other carrier portals as required.
- Operational Support: Track policy payments, renewals, and provide general operational support when needed.
- Upselling: Identify opportunities to upsell policies and maximize customer benefits.
Required Skills & Qualifications: Customer Success Analyst
- Excellent verbal and written communication skills in English.
- Self-motivated, proactive, and passionate about delivering a world-class customer experience.
- Strong analytical and problem-solving abilities.
- Proficiency in MS Office/Google Sheets.
- Familiarity with EzLynx is preferred.
- Prior insurance-related experience is an added advantage.
- Ability to work in shifts, including weekends as needed.
Work Hours & Shift Timing
- Employees must be available for flexible shifts based on business requirements.
- Willingness to work on weekends when required.
Company Benefits
In-Office Perks
- Daily meals provided for employees coming to the office.
- Transport facility for commuting.
Health & Well-being
- Comprehensive medical plan covering employees, spouses, and dependents.
- Employees covered under Mediclaim, Group Term Life Insurance, and Accidental Insurance.
Additional Perks
- Night shift allowance for employees working late hours.
- Work from home allowance for remote employees.
- Transportation allowance where applicable.
Interview Questions and Sample Answers for Customer Success Analyst
1. Can you describe your experience in customer service?
Sample Answer: I have over [X] years of experience in customer service, where I managed customer queries, resolved complaints, and ensured a seamless user experience. I have handled inbound and outbound calls, emails, and chats, helping customers navigate through processes efficiently. My ability to empathize with customers and provide tailored solutions has helped improve satisfaction ratings in my previous role.
2. How do you handle an irate customer?
Sample Answer: I always start by listening actively to understand the root of their frustration. I acknowledge their concerns, apologize where necessary, and provide a clear and practical resolution. If needed, I escalate the issue to the appropriate department while keeping the customer informed. My goal is to turn their negative experience into a positive one.
3. Why do you want to work as a Customer Success Analyst at Better?
Sample Answer: Better is a fintech leader transforming home finance, and I am excited about the opportunity to contribute to a company that values innovation and customer-centric solutions. With my experience in customer success and problem-solving, I believe I can add value by helping customers navigate the home-buying journey effortlessly.
4. How do you prioritize multiple customer requests at once?
Sample Answer: I assess the urgency and impact of each request, categorize them based on priority, and address the most pressing ones first. I also leverage CRM tools to track and manage customer interactions efficiently, ensuring no query is left unresolved.
5. What would you do if a customer is hesitant about purchasing homeowners’ insurance?
Sample Answer: I would educate the customer on the importance of homeowners’ insurance, explaining how it safeguards their property against risks. I’d also highlight how it complements their home loan and ensures long-term financial security. If cost is a concern, I would offer different coverage options to suit their budget.
6. How do you stay updated with industry trends?
Sample Answer: I regularly follow industry news, attend webinars, and participate in professional training programs. Additionally, I stay informed about policy changes and new regulations through trusted sources like insurance regulatory bodies and financial blogs.
7. Tell us about a time you exceeded customer expectations.
Sample Answer: In my previous role, a customer needed urgent insurance approval to close a home loan. I coordinated with the underwriting team, expedited the process, and ensured the policy was issued within hours instead of the usual 48-hour turnaround. The customer was highly appreciative, and this led to a referral.
8. What CRM tools have you used in the past?
Sample Answer: I have experience using CRM tools like Salesforce, HubSpot, and Zendesk to manage customer interactions, track requests, and analyze data. These tools have helped me provide timely and personalized customer support.
9. How would you handle a situation where a customer refuses to comply with policy guidelines?
Sample Answer: I would calmly explain the policy’s significance, providing factual information on why compliance is necessary. If the customer remains resistant, I’d offer alternative solutions within policy constraints and, if needed, escalate the issue to a senior representative.
10. Where do you see yourself in five years?
Sample Answer: I see myself growing within the company, taking on leadership responsibilities in customer success. My goal is to deepen my expertise in customer engagement strategies and contribute to process improvements that enhance the overall customer experience.
