Insurance and Claims Customer Service Representative

6 months ago

Johannesburg, South Africa Exclusively Remote Full time

We are seeking a dedicated and customer-focused Insurance and Claims Customer Service Representative to join our team. As a representative, you will play a crucial role in providing exceptional service to our clients throughout the insurance claims process. Your ability to empathize, communicate effectively, and problem-solve will contribute to ensuring a positive experience for our customers during what can be a challenging time.

**Responsibilities**:

- **Claims Handling**: Gather necessary information from clients to initiate and process claims accurately and efficiently.
- **Documentation**: Maintain accurate records of customer interactions, details of claims, and communication history in the company's database.
- **Explaining Policies**: Educate clients about their insurance policies, coverage, deductibles, and claim procedures to help them understand their rights and options.
- **Problem Resolution**: Address customer concerns, inquiries, and complaints with a solutions-oriented approach, striving to resolve issues promptly and professionally.
- **Collaboration**: Collaborate with internal teams, including underwriters and claims adjusters, to facilitate smooth and efficient claims processing.
- **Follow-Up**: Keep clients informed about the status of their claims, providing regular updates and ensuring transparency throughout the process.
- **Compliance**: Adhere to industry regulations and company guidelines to ensure accurate and ethical handling of insurance claims.
- **Continuous Learning**: Stay up-to-date with industry trends, insurance products, and procedural changes to enhance your expertise and provide valuable insights to customers.

**Qualifications**:

- **Customer-Centric**: Demonstrated commitment to delivering exceptional customer service, with strong interpersonal and active listening skills.
- **Communication**: Excellent verbal and written communication skills to convey complex information clearly and concisely.
- **Problem-Solving**: Ability to analyze situations, identify solutions, and make sound decisions while under pressure.
- **Empathy**: Display genuine empathy and patience when dealing with customers who may be experiencing stressful situations.
- **Attention to Detail**: Accurate data entry and thorough documentation skills to ensure precise claims processing.
- **Adaptability**: Flexibility to handle a variety of customer scenarios and adapt to changing procedures or guidelines.
- **Technical Proficiency**: Comfortable navigating computer systems, databases, and software tools to manage customer interactions and claim information.
- **Team Player**: Willingness to collaborate with colleagues to achieve departmental and company goals.
- **Insurance Knowledge**: Basic understanding of insurance concepts, policies, and claims processes is a plus.
- **Prior Experience**: Previous customer service experience, particularly in insurance, claims, or a related field, is beneficial.

Application Question(s):

- Do you have more than 4 years insurance experience?

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