Customer Service Representative

1. Job Title : SPE-Ins Claims 2. Job Summary : Serve as a specialist in insurance claims handling for an MNC managing end to end customer interactions across hybrid work settings and rotational shifts. Apply strong domain knowledge and customer service expertise to resolve claims efficiently ensure accurate documentation and safeguard compliance contributing to fair outcomes for policyholders and sustainable business growth. 3. Experience : 2 - 4 years 4. Required Skills : Technical Skills: Domain Customer Service Domain Skills: 5. Nice to have skills : Domain Skills:Property & Casualty Insurance 6. Technology : Custom Service 7. Shift : Rotational 8. Responsibilities : -Manage end to end insurance claims cases by gathering required information validating details with internal systems and ensuring timely resolution in line with company policies and regulatory norms. -Handle customer inquiries on claims status through multiple channels with empathy and clarity aiming to enhance satisfaction while maintaining accurate and concise documentation in claims platforms. -Review policy terms and coverage details for each claim to determine eligibility escalation needs and settlement options ensuring decisions are consistent traceable and fair for all parties. -Collaborate with cross functional teams such as underwriting actuarial and finance to resolve complex claim scenarios remove process blockers and deliver a seamless experience to customers. -Analyze claim patterns and recurring issues to identify process gaps or training needs and share actionable insights with supervisors to continuously improve service quality and operational efficiency. -Adhere to defined service level agreements for response times case handling and closure rates while working in rotational shifts ensuring stable support coverage for global customers in a hybrid work model. -Document every claim interaction and decision step in the claim management system with clear complete and audit ready notes that support transparency and future reviews. -Apply domain knowledge in insurance products to explain coverage positions deductibles exclusions and next steps to customers in simple language that builds trust and reduces repeat contacts. -Contribute to team meetings and calibration sessions by sharing complex case examples best practices and quality observations that support consistent claim outcomes and stronger customer experiences. -Support digital initiatives by encouraging customers to use self service portals online forms and electronic documentation which helps reduce turnaround times and improves data accuracy. -Follow all compliance guidelines for data privacy fraud detection and financial controls escalating suspected fraud cases or unusual patterns promptly to the appropriate investigation teams. -Participate in quality audits and feedback sessions with a focus on improving communication style claim assessment accuracy and adherence to standard operating procedures across all handled cases. -Adapt to evolving product features process updates and system enhancements by completing required trainings on time ensuring current knowledge is always applied in day to day claim handling. -Qualifications -Demonstrate solid experience in insurance claims or related domain functions over two to four years with a track record of handling customer interactions and resolving issues in an organized manner. -Exhibit strong customer service skills including active listening clear explanation of complex topics and calm handling of sensitive claim situations with a focus on fair outcomes. -Apply working knowledge of insurance concepts with preference for property and casualty domain exposure to interpret coverage terms and support accurate claim decisions. -Operate efficiently within hybrid work arrangements and rotational shifts showing reliability in attendance productivity and responsiveness to customers and colleagues. -Use common office productivity tools and claim management applications with confidence ensuring quick navigation precise data entry and effective retrieval of customer records. -Communicate effectively in spoken and written formats that are concise respectful and easy for non technical stakeholders to understand especially during stressful claim events. -Show readiness to learn new products regulations and process standards through continuous professional development contributing to higher team capability and better customer outcomes. 9. Job Location : Primary Location :SVSSSSVA01(HLSLV SanSalvador Almeda Rosevlt-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : SPE-Ins Claims [75IO52] 11. Demand Requires Travel? : No 12. Certifications Required : Preferred certifications include insurance or claims related credentials such as AINS or equivalent customer service certification.