Customer Support Specialist

Job Description

This is a remote position.

Summary :

The Customer Support Specialist plays a vital role in delivering exceptional service to policyholders within the insurance industry. This position is responsible for managing inbound customer inquiries, resolving claims-related issues, and providing clear, accurate guidance on policies, coverage, billing, and benefits. By serving as a trusted point of contact, the Specialist ensures customer satisfaction, promotes retention, and upholds the integrity of the company’s service standards. With a strong focus on empathy, problem-solving, and compliance, this role contributes directly to enhancing the customer experience and supporting the organization’s mission of reliable, responsive, and transparent insurance support. The ideal candidate will combine technical proficiency with interpersonal skills to navigate complex insurance scenarios while maintaining strict adherence to regulatory and company policies.

Responsibilities :

• Respond promptly and professionally to customer inquiries via phone, email, and online chat regarding policy details, claims status, billing, coverage options, and endorsements.
• Investigate and resolve customer issues related to claims processing, premium payments, policy changes, and service disruptions in a timely and accurate manner.
• Provide clear, compliant explanations of insurance terms, conditions, and coverage benefits to customers with varying levels of insurance literacy.
• Collaborate with underwriting, claims, and billing departments to escalate and resolve complex cases, ensuring seamless communication and resolution.
• Maintain accurate and up-to-date records in the customer relationship management and policy administration systems.
• Proactively identify recurring customer concerns and contribute insights to improve service processes, training materials, and product clarity.
• Support customer on boarding and renewal processes by verifying information, answering questions, and facilitating smooth transitions.

Requirements

Requirements :

Benefits

Paid Time Off

Life Insurance

Health Insurance

Dental Insurance

Vision Insurance

Requirements

Knowledge of office management systems and procedures Working knowledge of office equipment, like printers and fax machines Proficiency in MS Office (MS Excel and MS PowerPoint, in particular) Excellent time management skills and the ability to prioritize work Attention to detail and problem solving skills Excellent written and verbal communication skills