Hybrid Customer Service Representative

About the role

Join our dynamic insurance team as a Hybrid Customer Service Representative. You will work on end‑to‑end claims processing, interact with customers across multiple channels, and support underwriting functions while enjoying a hybrid work model and rotational shifts.

Key responsibilities

• Process insurance claims from submission to payment, ensuring coverage validation, liability assessment, and compliance with internal policies and external regulations.
• Handle customer inquiries via phone, email, or digital platforms with a calm, empathetic approach, clearly communicating claim status and required documentation.
• Review claim documents, policy schedules, loss descriptions, and supporting evidence to identify missing information, inconsistencies, or red flags.
• Coordinate with underwriting, policy servicing, and quality teams to clarify complex policy terms, endorsements, and exclusions.
• Apply structured problem‑solving to evaluate claim scenarios, select appropriate settlement options, and protect customer interests.
• Use claim administration tools and customer service platforms to log interactions, update notes, track service‑level metrics, and maintain data integrity.
• Follow SOPs, escalation matrices, and approval thresholds for complex or high‑value claims while ensuring timely customer updates.
• Maintain strict compliance with information security, confidentiality, and data‑privacy standards.
• Monitor personal performance metrics (AHT, FCR, claim accuracy, CSAT) and take proactive actions to meet targets.

Required profile

• 2‑4 years of hands‑on experience in insurance operations, claims processing, or related customer‑service environments.
• Ability to work in a hybrid model with rotational shifts, maintaining reliable connectivity.
• Strong communication skills with a solution‑oriented mindset.

Required skills

• Microsoft Excel

What we offer

• Hybrid work flexibility
• Opportunities for professional growth in the insurance sector