Customer Service Representative - Insurance Claims Specialist

About the role

This hybrid role as an insurance claims specialist delivers accurate and empathetic customer service to policyholders, with rotational shifts and no travel required. It covers end-to-end support of claims processing documentation and inquiry resolution, applying strong domain knowledge of insurance and customer service to handle cases efficiently, in line with regulations and with meaningful outcomes for customers.

Key responsibilities

• Handle incoming claims inquiries and service requests courteously and accurately, resolving them on time.
• Manage the full lifecycle of assigned claims, from first notice to closure, keeping documentation precise and compliant.
• Analyze claim information and customer stories to identify policy provisions and coverage details, supporting fair and efficient decisions.
• Work with internal operations teams and external stakeholders to clarify questions, gather information and remove delays.
• Explain claim status, next steps and timelines clearly and without jargon.
• Log interactions, update claim records and track follow-ups in customer service tools and systems.
• Follow rotational shift processes and support the hybrid work model, whether on site or remotely.
• Identify recurring issues, propose workflow improvements, document FAQs and best practices, and use performance metrics to improve results.
• Take part in training on property and casualty insurance concepts.

Required profile

• 2 to 4 years of experience in insurance or a related field and customer service.
• Familiarity with core insurance terms and claim workflows; exposure to property and casualty insurance is an advantage.
• Ability to explain complex decisions simply, work well under pressure and adapt to rotational shifts.
• Preferred: insurance-focused credentials such as an Associate in Claims or an equivalent customer service certification.