About Emerge Insurtech
Emerge is an AI-native insurance and reinsurance broker built around emerging risks, emerging leaders, and emerging Asia. We build the technology, the operations and the distribution that let insurance brands run digitally, across our own brands, Oyen (pet insurance), Foundation (property & engineering insurance), Contingent (SME insurance), Voyage (trade and freight insurance) and more.
Increasingly we build that with AI: automating what used to be manual, so the team spends its time on judgment calls instead of admin.
- Why should you join us If you've been building things with AI tools and wondering when finance teams will catch up, we've caught up.
- If you want to own the numbers AND build the system that produces them.
- If you'd rather spend a week removing a task than a year repeating it.
- If you're tired of a month-end close that is the same manual work every month, forever.
- If you want to be part of a small team where your judgment carries weight from week one.
- If you're interested in disrupting a US$5 trillion industry and being at the heart of insurance going digital.
- If you enjoy a high-paced environment with some uncertainty but high opportunity, and freedom to experiment and learn from mistakes.
About the Role
This is not a role where someone hands you a list of tasks every morning and you clear it. We are not looking for a task rhino.
It is also not a hunting role. We are not asking you to go find new clients. We are asking you to look after the leads and clients we already have, so that nothing gets stuck, nothing gets forgotten, and every client always knows what is happening with their case.
Right now this work is spread across a few people who should be building the business instead. This role exists to take it over properly,.
The honest part: a good amount of this work already runs through the AI workflows and tools we have built, and some of it is still messy and manual. You will work across both. That means you are not typing everything from scratch, but it also means you are the person who has to be sure that what the system produces is actually right before it reaches a client.
There is one firm line in this role. You can and should use what we have already built to give clients quick, simple, straightforward information. What you do not do is invent an answer, or decide for yourself what a policy covers, what it should cost, or what a client should buy. If the answer is not already in what we have built, it goes to a senior person, every time. We would much rather you check 10 times too often than guess once.
What you'll do
Looking after our leads and clients day to day (50%)
- Own the follow-ups for every live client and open case, so each one has a clear next step and a clear date.
- Answer client questions quickly and in plain language, and pass anything about what a policy covers to a senior person.
- Chase the missing pieces: forms, signatures, documents, confirmations, payment details, the small things that quietly hold a case up for a week.
- Keep clients updated while we are waiting on the insurer, so silence is never the reason a client goes somewhere else.
- Handle renewal reminders and renewal conversations for the straightforward ones, with help on anything unusual.
Support sales and quoting work (30%)
- Get everything ready for a quote: collecting the client's information, filling in the insurer's forms accurately, and putting together the documents the insurer asks for.
- Keep the case moving between the client, our team and the insurer, so nothing waits on whoever happens to remember it.
- Join client calls, take proper notes, and turn them into next actions the same day.
- Help get deals over the line: send the quote, chase the decision, confirm the details, and see it through until the policy is issued.
- Flag stuck deals early, with your own read on why they are stuck.
Making sure everything we track is 100% correct (20%)
- Much of our work already runs through AI workflows and automations. You are the person who makes sure what comes out of them is correct, every time, before it reaches a client or an insurer.
- Check the drafts, records, quotes and client updates our systems produce, and fix anything that is wrong or out of date.
- Keep the CRM accurate: status, next action, date, owner, and what was actually said. If it is not in the system, it did not happen.
- When a workflow gets something wrong or hits a case it cannot handle, flag it clearly enough that we can fix the workflow itself, not just that one case.
- Use AI tools day to day for drafting, summarising and organising, while the judgment and the client relationship stay yours.
What we are looking for
Must Have
- 1 to 5 years of B2B experience in client servicing, account support, sales support, operations, or something similar. A strong junior who takes ownership will beat a passive mid-level candidate.
- Genuinely responsive. You reply, you close the loop, and you do not let things sit.
- Organised in a way that holds up under volume, with your own system for tracking what is open and what is due.
- Accurate. You read carefully, you catch the wrong date or the wrong figure, and you do not pass something on just because it looks about right.
- Clear and comfortable with clients on calls, on WhatsApp and over email, in English and Bahasa Malaysia.
- Maturity and good judgment. You know the difference between a question you can answer and a question you should pass up, and your ego does not stop you asking.
- Comfortable using AI tools like ChatGPT or Claude in daily work, and happy to work alongside automations rather than around them. No coding background needed.
Nice to Have
- Any exposure to insurance, banking, or another regulated industry.
- Sales or closing experience, though this is genuinely optional. We can teach the commercial side if the discipline and the temperament are already there.
- Experience with a CRM, ideally one you helped keep clean rather than one you just used.
- Any experience checking other people's work, or being the person responsible for a system or database being right.
The kind of person who thrives here
- You would rather ask an obvious question early than guess and cause rework later.
- You stay calm with clients who are frustrated, slow to reply, or keep changing their minds.
- You notice when a process is stupid, and you say so, with a suggestion attached.
- You do not need to be told what to do every morning, but you tell people what you are doing.
- You actually want to understand insurance, not just move documents around.
What success looks like in 12 months
- No live client and no open case is sitting without a clear owner, a clear next step, and a clear date.
- The senior team has stopped doing day to day client follow-ups, and nothing has slipped.
- What our systems show is trusted, because you check it. Wrong statuses, stale dates and bad records do not survive long enough to reach a client.
- You can handle a normal client conversation from start to finish on your own, and you know exactly where your line sits.
- At least 2 things that used to need your attention have been handed to a workflow, because you spotted the pattern and described it clearly enough to be built.
