Service Support Specialist – Insurance

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

📋 Description

• Oversee and update customer policy information, assist with renewals, and manage carrier notifications.

• Respond to general inquiries and address customer needs with prompt and accurate information.

• Aid customers with account management, billing questions, and non-premium bearing policy changes.

• Maintain and update customer records and policy details in Salesforce, ensuring timely and precise documentation.

• Handle 40-60 customer calls each day, delivering high-quality support while maintaining a low call abandonment rate.

• Collaborate with cross-functional teams to address customer concerns and enhance service delivery.

• Achieve a Customer Satisfaction (CSAT) return rate of 90% with an average score of 4.7.

• Remain coachable and adaptable to changes in market conditions, processes, and service requirements.

⛳️ Requirements

• Proficient in English.

• Excellent customer service abilities with a strong emphasis on communication and problem-solving.

• Capacity to manage high call volumes and handle multiple cases at once.

• Experienced in Salesforce or similar CRM/AMS systems.

• Self-driven with a sense of urgency and flexibility in response to changing market demands.

• Ability to work independently while remaining receptive to feedback and coaching.

• Prior experience in insurance operations or customer service is preferred.

• Experience in call center or customer center settings is preferred.

• Familiar with various AMS tools such as Epic, EzyLynkx, AMS360, NowCerts, Agency Matrix, QQ Catalyst, and HawkSoft. Knowledge of billing, account management, and insurance policy servicing is advantageous.

• Spanish-speaking candidates are a plus.

• Familiarity with Personal and Commercial Lines Insurance is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive health benefits and wellness programs.

• Supportive team environment and company culture.

• Flexible working hours and potential for remote work.