Customer Service Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Respond to customer inquiries through phone, email, and other approved communication methods.

• Provide precise information regarding insurance and accounting processes, policies, billing, and documentation requirements.

• Gather customer details and verify account or policy information.

• Log, monitor, and update customer requests within case management systems.

• Resolve standard requests while escalating complex, sensitive, or high-risk issues as necessary.

• Follow up on documents, approvals, payment statuses, and service tickets.

• Assist with policy statuses, endorsements, renewals, and basic document requests.

• Coordinate with customers and internal teams to gather missing information and supporting documents.

• Support inquiries related to premium billing, commission issues, and correspondence with carriers.

• Verify forms, certificates, invoices, and related records before routing them appropriately.

• Address inquiries regarding invoices, statements, payment statuses, and payment or receipt confirmations.

• Collect and validate billing information while coordinating with accounting or finance teams to resolve discrepancies.

• Maintain accurate customer information in CRM systems, spreadsheets, and internal databases.

• Prepare tracking logs, service status reports, and operational documentation.

• Conduct quality checks on customer details recorded.

• Safeguard confidential customer, policy, billing, and financial information.

• Maintain records of communication and outcomes to ensure audit readiness.

• Adhere to compliance requirements and escalation workflows.

⛳️ Requirements

• Associate degree or bachelor's degree in Business Administration, Accounting, Finance, Insurance, Communications, or a related discipline.

• 1+ years of experience in customer service, call center support, insurance support, accounting/billing support, or a similar role.

• Excellent English communication skills, both written and verbal.

• Professional etiquette in phone and email communications.

• Ability to remain calm and helpful under all circumstances.

• Comfortable working with case management systems, CRMs, and online tools.

• Quick learner of new platforms.

• Strong attention to detail and accurate recordkeeping across various systems.

• Basic understanding of billing concepts, including invoices, statements, and payment statuses.

• Ability to manage multiple priorities, meet service timelines, and adhere to standard procedures.

• Capability to handle confidential information with discretion and professionalism.

• Reliable internet connection and a suitable home office setup.

• Ability to collaborate effectively with remote or international teams.

• Preferred: experience in supporting an insurance agency, insurance carrier, financial services firm, or accounting-focused organization.

• Preferred: familiarity with insurance fundamentals and common billing workflows.

• Preferred: experience with CRM/case management tools, policy administration systems, or billing/ticketing platforms.

• Preferred: experience managing payment-related inquiries, customer statements, and invoice verification.

• Preferred: knowledge of confidentiality and privacy practices.

• Preferred: experience with U.S. insurance, accounting, privacy, or financial documentation practices.

🏝️ Benefits

• Competitive compensation.

• Opportunities for professional development and career advancement.

• Collaborative international work environment.

• Exposure to diverse teams and industry professionals.

• Supportive team atmosphere.