Customer Service Representative

1. Job Title : SPE-Ins Claims 2. Job Summary : This hybrid role as a specialist in insurance claims focuses on delivering timely accurate and empathetic customer service across complex policies within property and casualty and related insurance domains. The professional will analyze claims data coordinate with internal teams and resolve customer queries in rotational shifts while adhering to regulatory standards and optimizing the claims experience for all stakeholders. 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 : -Analyze end to end insurance claims information to validate coverage policy terms and loss details while ensuring accurate and timely progression of each claim case -Handle customer inquiries related to claims status documentation requirements and resolutions through multiple channels to promote a clear and positive service experience -Document each interaction and claim decision in internal systems with high attention to detail to support audit readiness and transparent reporting -Collaborate with underwriting policy servicing and back office teams to clarify complex policy conditions and ensure consistent application of domain guidelines -Review claim documentation such as loss statements invoices and expert assessments to identify missing information and initiate follow ups for quick closure -Coordinate with internal specialists to evaluate potential fraud indicators in claims while maintaining a fair and objective approach to each case -Apply insurance domain knowledge and customer service techniques to explain claim outcomes in simple language that supports customer understanding and trust -Monitor key performance indicators such as turnaround time quality scores and customer satisfaction metrics to drive continuous improvement in claims handling -Utilize workflow tools and case management applications to prioritize cases manage service level expectations and escalate issues that may impact deadlines -Support rotational shifts by providing consistent service coverage across time zones while maintaining accuracy empathy and professionalism in every interaction -Contribute to process enhancement discussions by sharing recurring claim trends pain points and customer feedback to improve standard operating procedures -Adhere to regulatory compliance and data privacy requirements specific to insurance operations to protect sensitive policyholder information -Participate in training sessions and knowledge sharing forums to keep skills updated in property and casualty domain concepts and customer service best practices -Qualifications -Possess a foundational understanding of insurance concepts with hands on experience managing claims or policy servicing within a structured domain environment -Demonstrate strong customer service skills including active listening clear verbal and written communication and the ability to manage challenging conversations with composure -Bring working exposure to property and casualty insurance processes such as policy interpretation claims adjudication or endorsements as an added advantage -Exhibit the ability to analyze data identify inconsistencies in claim records and recommend appropriate next steps that support accurate and fair outcomes -Show comfort working in a hybrid model with rotational shifts while maintaining reliability punctuality and consistent productivity expectations -Display familiarity with office productivity tools and ticketing or case management systems to document activities and track progress efficiently 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 certifications such as AINS or equivalent customer service certification.