Insurance Claims Support Agent

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

📋 Description

• Receive and manage incoming First Notice of Loss (FNOL) calls from customers and third parties reporting insurance claims.

• Assist callers throughout the claim-reporting process with empathy, professionalism, and precision.

• Collect, verify, and document information related to claims in the designated systems.

• Establish and maintain comprehensive and accurate records of claims.

• Adhere to established workflows, scripts, operational procedures, and compliance standards.

• Elevate complex issues, customer concerns, or potential service risks to supervisors when necessary.

• Achieve quality, productivity, attendance, and customer experience objectives.

• Safeguard the confidentiality of customer and company information.

• Engage in required training, coaching, certification, and ongoing learning activities.

• Assist with surge volume demands during catastrophic weather events, natural disasters, or other critical business situations.

• Take part in coaching, performance evaluations, and developmental initiatives.

⛳️ Requirements

• Senior High School Graduate, High School Graduate (legacy curriculum), Vocational Graduate, or College Level.

• A minimum of 1 year of customer service, contact center, BPO, or claims-related experience is preferred.

• Experience in insurance, financial services, healthcare, or claims support is advantageous.

• Exceptional verbal and written communication skills in English.

• Strong active listening abilities and customer service skills.

• High level of attention to detail and accuracy.

• Capacity to multitask across various systems while engaging with customers.

• Effective problem-solving and critical thinking capabilities.

• Ability to maintain composure and professionalism in emotionally charged situations.

• Strong organizational and time-management skills.

• Capability to work independently in a remote setting while meeting performance expectations.

• Dependable high-speed wired internet connection.

• Windows-based computer that meets company specifications.

• Dual-monitor setup.

• USB headset approved for production use.

• Mobile device that supports multi-factor authentication and security protocols.

• Compliance with company cybersecurity, device security, and data privacy policies.

• Successful completion of necessary onboarding, training, and client certification programs.

• Satisfactory attendance and adherence to schedules.

• Fulfillment of quality assurance standards and information security requirements.

🏝️ Benefits

• Competitive base salary.

• Night shift differential (where applicable).

• Statutory benefits (SSS, PhilHealth, Pag-IBIG).

• 13th Month Pay.

• Government-mandated leaves and benefits.

• Opportunities for employee training and career development.

• Company-issued equipment may be provided based on business needs.