Hybrid Customer Service Representative – Insurance Claims

About the role

We are looking for a Hybrid Customer Service Representative to join our Insurance Claims team. You will work both on‑site and remotely, handling end‑to‑end claim processing while providing empathetic support to customers through phone, email and digital channels.

Key responsibilities

• Process insurance claims from submission to settlement, ensuring coverage validation, liability assessment and payment decisions comply with internal policies and external regulations.
• Interact with customers, clearly communicating claim status, required documentation and next steps.
• Review claim documents, policy schedules and loss descriptions to identify missing information, inconsistencies or red flags.
• Collaborate with underwriting, policy servicing and quality teams to clarify policy terms, endorsements and exclusions.
• Apply structured problem‑solving to evaluate alternatives and select appropriate settlement approaches.
• Use claim administration and customer service platforms to log interactions, update notes and track service‑level metrics.
• Escalate complex or high‑value claims according to SOPs and approval thresholds while keeping customers informed.
• Maintain strict data‑security, confidentiality and privacy standards.
• Monitor personal performance metrics such as handling time, first‑contact resolution, claim accuracy and customer satisfaction, and take corrective actions.

Required profile

• 2‑4 years of hands‑on experience in insurance operations, claims processing or a related customer‑service environment.
• Willingness to work in a hybrid model with rotational shifts.
• Strong communication skills and the ability to handle inquiries, grievances and complex claim situations with patience and clarity.

Required skills

• Proficiency in MS Excel.