Hybrid Customer Service Representative

About the role

We are looking for a Hybrid Customer Service Representative to join our insurance claims team. The role combines office‑based collaboration with remote work and involves handling claims end‑to‑end while providing empathetic support to customers through phone, email and digital channels.

Key responsibilities

• Process insurance claims from intake to settlement, ensuring coverage validation, liability assessment and payment decisions comply with internal policies and regulations.
• Communicate claim status, required documentation and next steps to customers, maintaining a calm and solution‑focused approach.
• Review 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 policy terms, endorsements and exclusions.
• 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.
• Monitor personal performance metrics such as handling time, first‑contact resolution and customer satisfaction, and take corrective actions as needed.

Required profile

• 2‑4 years of hands‑on experience in insurance operations, claims processing or a related customer‑service environment.
• Ability to work in a hybrid model with rotational shifts, maintaining reliable connectivity.
• Strong communication skills with a patient, clear and solution‑oriented style.
• Attention to detail and commitment to data privacy and information‑security standards.

Required skills

• Proficiency in MS Excel for data analysis and reporting.