Customer Service Representative – Insurance Claims

About the role

We are looking for a Customer Service Representative specialized in insurance claims. You will manage end‑to‑end claim cases, interact with policyholders across multiple channels, and ensure compliance with company policies and regulatory standards while working in a hybrid environment.

Key responsibilities

• Gather required information, validate details in internal systems, and resolve claims within defined service level agreements.
• Respond to customer inquiries about claim status via phone, email, or chat with empathy and clarity.
• Review policy terms and coverage to determine eligibility, escalation needs, and settlement options.
• Collaborate with underwriting, actuarial, and finance teams to address complex claim scenarios.
• Analyze claim patterns, identify process gaps, and share insights for continuous improvement.
• Document every interaction and decision in the claim management system with audit‑ready notes.
• Promote self‑service portals and electronic documentation to reduce turnaround times.
• Escalate suspected fraud or unusual patterns to the appropriate investigation teams.

Required profile

• 2–4 years of experience in insurance claims handling or related customer service roles.
• Strong understanding of property & casualty insurance products and policy language.
• Excellent communication skills with the ability to explain coverage, deductibles, and next steps in simple terms.
• Ability to work rotational shifts and adapt to a hybrid work model.
• Detail‑oriented mindset with a focus on accurate documentation and compliance.

Required skills