Customer Service Representative

This is a fully remote position, open to applicants in Philippines, +3 more countries.

📋 Description

• Manage incoming customer inquiries through phone, email, or chat.

• Address customer concerns and policy-related queries; escalate complex issues when necessary.

• Follow up on outstanding items and ensure each customer interaction is concluded appropriately.

• Utilize AMS 360 to access, update, and oversee customer and policy records.

• Execute policy modifications, endorsements, renewals, and cancellations in AMS 360.

• Maintain data integrity and highlight discrepancies for further investigation.

• Create reports and extract information from AMS 360.

• Keep organized records and documentation of customer interactions.

• Assist internal teams with data entry, record updates, and workflow management.

• Recognize recurring customer issues and bring them to attention for process enhancement.

• Complete the application process, which includes prequalifying questions, a video introduction, potential role-specific assessments, interviews, and background/reference checks.

⛳️ Requirements

• Demonstrated experience using AMS 360 in a professional setting.

• Experience in insurance agency operations, customer service, or a related field.

• Excellent written and verbal communication skills in English.

• Strong attention to detail and precision in data entry and record management.

• Highly organized, self-motivated, and capable of managing multiple open cases simultaneously.

• Comfortable working entirely remotely with minimal supervision.

• An updated resume is required for application.

• A brief Loom video (1 to 2 minutes) introducing yourself, detailing your AMS 360 experience, and describing your approach to handling high-volume or complex customer service scenarios.

• Only candidates who provide a Loom video will progress to the next stage.

• Preferred: experience in a licensed insurance agency or brokerage setting.

• Preferred: knowledge of personal lines, commercial lines, or benefits insurance policy types.

• Preferred: experience with other agency management systems in addition to AMS 360.

🏝️ Benefits

• Paid Time Off according to company policy.

• Holiday observance in line with company guidelines.

• Fully remote work environment.

• Stable, client-facing position with clear responsibility over customer interactions.

• Direct influence on client satisfaction and retention.

• Compensation in USD on a bi-monthly schedule (every 15th and 30th).