Hybrid Customer Service Representative

1. Job Title : SPE-Ins Claims 2. Job Summary : Serve as a specialist professional in insurance claims for an international organization handling end to end claims servicing for customers across multiple channels in a hybrid work model. Apply strong domain expertise and customer service skills to resolve complex insurance queries efficiently ensure accurate claim assessments and support continuous process improvement within rotational shifts. 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 : -Process end to end insurance claims by validating policy coverage reviewing customer documentation and ensuring accurate claim decisions that align with internal guidelines and regulatory expectations. -Handle inbound and outbound customer interactions with empathy and clarity addressing queries related to claims status documentation requirements and next steps while maintaining high service quality standards. -Collaborate with cross functional teams such as underwriting policy servicing and finance to resolve claim related discrepancies and ensure smooth completion of the claim lifecycle. -Document every customer interaction claim decision and follow up action in the core claims system with high accuracy to support audit readiness and operational transparency. -Analyze claim trends recurring service issues and customer feedback to suggest practical enhancements to workflows communication templates and system rules that improve customer experience. -Apply critical thinking to identify potential fraud indicators or policy misinterpretations and escalate complex or suspicious cases according to defined procedures. -Adhere to service level targets quality benchmarks and compliance requirements while working in rotational shifts ensuring consistent support for customers across different time bands. -Use hybrid work practices responsibly by maintaining data privacy secure handling of customer information and effective virtual collaboration with team members. -Provide clear and easy to understand explanations of claim decisions to customers focusing on reducing confusion building trust and supporting fair outcomes for all parties. -Support training and knowledge sharing within the team by contributing to process documents frequently asked questions and scenario based examples derived from day to day case handling. -Engage with digital tools knowledge bases and workflow systems to streamline claim handling reduce manual effort and minimize turnaround times for customer requests. -Assist in user acceptance testing of minor system enhancements related to claims or customer service sharing practical feedback that reflects real operational scenarios. -Participate in internal reviews huddles and retrospective discussions to identify opportunities that enhance operational excellence and positive impact for policyholders and communities. -Qualifications -Possess two to four years of hands on experience in insurance claims or closely related domain functions with direct exposure to customer facing service activities. -Demonstrate strong customer service skills including active listening calm handling of sensitive situations and clear communication suited to diverse customer backgrounds. -Show practical understanding of property and casualty insurance concepts such as policy coverage deductibles limits and common claim types even if experience is partly adjacent to this segment. -Bring familiarity with working in hybrid environments and rotational shifts while consistently meeting productivity quality and behavior expectations. -Exhibit proficiency in using claim management or CRM tools along with office productivity applications to document cases prepare summaries and track progress. -Display strong analytical skills and attention to detail to interpret policy terms verify documentation and identify discrepancies that may affect claim outcomes. -Communicate effectively in spoken and written form with internal stakeholders and customers adapting language to explain technical insurance concepts in simple terms. 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 property and casualty insurance foundation or customer service excellence credential from a recognized institute.