Specific Duties And Responsibilities
The following are the specific duties and responsibilities of the
Customer Service Representative.
- Answering calls and responding to customer complaints.
- Accessing customer accounts and policy schedules.
- Providing customers with detailed information about policies and products.
- Adhere to provided scripts and FAQ responses.
- Learning and understanding company insurance products.
- Typing up complaint reports.
- Managing the customer complaint database.
- Receive and document initial reports of loss or damage (First Notice of Loss – FNOL) from policyholders via phone, email, or digital platforms
- Gather essential information regarding the incident, including date, time, location, cause, and parties involved
- Ensure all claim details are captured accurately and entered into the system in a timely manner
- Ask probing and clarifying questions to obtain complete and relevant information
- Verify policyholder details and coverage information where applicable
- Provide clear guidance to policyholders on the claims process, next steps, and required documentation
- Maintain professionalism, empathy, and excellent customer service during often sensitive or stressful situations
- Ensure compliance with internal procedures, regulatory requirements, and data privacy standards
- Identify urgent or complex claims and escalate them to the appropriate teams as needed
- Collaborate with claims adjusters and other stakeholders to ensure smooth claim handoff
Requirements
- Excellent communicator, both oral and written
- Strong attention to detail and high level of accuracy in data entry and documentation
- Strong listening skills with the ability to handle sensitive customer interactions with empathy
- Ability to ask effective probing questions and gather complete information
- Strong analytical skills to investigate and resolve customer issues
- Able to multitask efficiently under time pressure
- Proven experience in managing a service and support focused team culture
- Previous experience in insurance, claims processing, contact center, or customer support is an advantage
- Familiarity with claims management systems or CRM tools is a plus
- Good organizational and time management skills with the ability to multitask
- Basic understanding of insurance principles and terminology (preferred but can be trained)
- High level of integrity and ability to handle confidential information
