Customer Service Representative

1. Job Title : SPE-Ins Claims 2. Job Summary : This hybrid role as a specialist in insurance claims focuses on delivering high quality customer service in a rotational shift environment while handling end to end claim activities. The professional will analyze claim details interact with customers and stakeholders and ensure accurate and compliant claim resolution for property and casualty products where applicable. Contributions will improve claim cycle time customer satisfaction and operational efficiency. 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 : -Handle end to end insurance claim lifecycle activities from first notice of loss through closure while maintaining accuracy and adherence to internal guidelines and regulatory standards -Manage daily customer interactions for claims related queries by providing clear status updates empathetic explanations and timely resolution that supports a positive customer experience -Review claim documentation such as statements invoices and supporting evidence to validate coverage applicability assess loss details and identify missing information that may impact settlement decisions -Coordinate with internal teams including underwriting policy servicing and quality functions to clarify coverage terms exceptions and endorsements that influence claim handling and final outcomes -Use claim management tools and case tracking systems to record activities maintain audit ready documentation and monitor turnaround times in alignment with service level agreements and performance benchmarks -Analyze claim trends and recurring issues to identify potential process gaps or training needs and share insights that support continuous improvement initiatives and operational excellence -Escalate complex or ambiguous claim scenarios to senior analysts or supervisors with clear summaries of facts and prior actions while suggesting options for resolution grounded in domain knowledge -Apply working knowledge of property and casualty insurance concepts such as deductibles limits exclusions and perils to support accurate claim evaluation and transparent communication with customers and partners -Collaborate with customer service teams to align claim handling with broader service commitments including first call resolution wherever possible and effective management of expectations in rotational shifts -Adhere to company policies data privacy standards and compliance requirements to protect customer information and minimize operational risk within the hybrid work model -Support process documentation and knowledge base updates by capturing scenarios frequently asked questions and best practices that help new team members ramp up efficiently and deliver consistent outcomes -Assist in internal audits quality reviews and calibration sessions by providing detailed rationales for claim decisions and incorporating feedback into future case handling for measurable quality improvement -Contribute to team goals by meeting or exceeding individual targets related to case volumes quality scores customer satisfaction and timeliness which directly impact organizational reputation and stakeholder trust -Qualifications -Possess professional experience in insurance or financial services domain with hands on exposure to claim handling or customer service activities within the stated experience range -Demonstrate strong customer service skills including active listening clear verbal and written communication and the ability to handle sensitive claim situations with patience and composure -Exhibit practical understanding of property and casualty insurance products such as home motor or commercial lines where available and apply this knowledge to interpret policy coverage during claim assessment -Show proven ability to work in rotational shifts and a hybrid model while maintaining productivity collaboration and consistent communication with peers and supervisors through digital platforms -Apply analytical and problem solving skills to interpret claim information identify inconsistencies recognize potential fraud indicators and recommend next actions that support fair and timely settlements -Utilize proficiency with office productivity tools and claim or customer relationship systems to update records generate summaries and prepare reports that are accurate complete and audit ready -Display a continuous learning mindset by actively seeking feedback participating in training sessions and staying current on product updates process changes and regulatory guidance relevant to claims 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 domain credentials such as AINS or CICC or equivalent customer service certification.