Insurance Customer Service Representative
3 days ago
Act as the first point of contact for customer inquiries related to insurance policies, coverage, claims, and other general questions. Provide Level ..
- Act as the first point of contact for customer inquiries related to insurance policies, coverage, claims, and other general questions.
- Provide Level 1 resolutions by addressing common issues or escalating more complex matters to relevant departments (e.g., Claims or Policy Administration teams).
- Assist customers in navigating the policyholder platform, understanding their coverage, and resolving policy-related concerns in a timely manner.
- Maintain a high level of professionalism and empathy during all interactions, ensuring customer satisfaction and retention.
- Document all customer interactions accurately in the company’s CRM system.
- Monitor and respond to customer emails, chats, or calls in line with agreed service levels.
- Collaborate with internal teams, including Operations, Compliance, and Sales, to ensure seamless customer service delivery.
- Keep updated on Igloo’s insurance products, systems, and regulatory changes to provide accurate information to customers.
- Participate in training sessions to improve product knowledge, customer service skills, and problem-solving techniques.
- Keep abreast of industry developments, remaining informed of any changes to insurance regulations and best practices.
- Bachelor’s degree or equivalent experience in Customer Service, Business, or related fields.
- 1–2 years of experience in a customer service role, preferably within the insurance, fintech, or e-commerce industries.
- Strong communication skills, both verbal and written, with the ability to explain complex information clearly.
- Empathy, active listening skills, and a customer-centric approach to problem-solving.
- Ability to multitask and handle high-pressure situations with professionalism.
- Familiarity with CRM tools (e.g., Salesforce or Zendesk) and standard office applications (e.g., MS Office).
- Willingness to work in rotating shifts, including weekends, if required.
- Knowledge of insurance products and policies is an advantage but not mandatory.
- Comprehensive Health Coverage: HMO coverage starting Day 1, with free coverage for up to 2 dependents.
- Financial Rewards: 13th-month pay to ensure fair and rewarding compensation.
- Career Growth Opportunities: Annual performance appraisal to recognize achievements and support professional development.
- Inclusive Work Environment: Be part of a dynamic team committed to innovation and collaboration.
- Leave Benefits: Competitive leave policies to support work-life balance.
- Continuous Learning: Opportunities to enhance skills through training and development programs.
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