Customer Care Representative

Capgemini

Non-voice Customer Care Representative assisting with complex insurance inquiries through chat for US Property & Casualty Insurance. Ensuring compliance and delivering exceptional service while maintaining accurate records.

Posted 7/23/2026full-timePune • 🇮🇳 IndiaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in US Property & Casualty Insurance customer support, effectively handling inquiries and resolving complex insurance issues while ensuring compliance with legal requirements. Proficient in navigating multiple internal systems and maintaining thorough documentation of customer interactions.

Highest-signal resume keywords

US Property & Casualty Insurance ExperienceCustomer Support ExperienceBPO/GCC ExperienceFluent in EnglishCompliance Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Insurance Policy EvaluationBack-Office Alert ProcessingAccount Information AccessPolicy Provision InterpretationModerately Complex Issue Resolution

Soft Skills

Exceptional Service DeliveryEffective CommunicationActive ListeningSelf-Directed LearningCollaboration

Tools & Technologies

Internal Systems Navigation

Industry Keywords

Insurance ProcessesCustomer InquiriesLegal ComplianceProcess ImprovementUnderwriting Guidelines

About the role

Key responsibilities & impact

Non-voice support team for US Property & Casualty Insurance
Handles customer and agent inquiries through chat and back-office alert processing
Does not handle phone or voice interactions
Assists with moderately complex insurance issues
Delivers exceptional service while ensuring compliance with legal requirements
Communicates via chat while navigating multiple internal systems
Receives and responds to inquiries on insurance matters
Interacts with customers, agents, and others to resolve issues regarding policy provisions and conditions
Evaluates and interprets policy information within authority limits
Accesses account information and communicates effectively
Utilizes product knowledge and compliance understanding to make recommendations
Prepares and processes account and policy alerts according to established procedures
Escalates complex issues for further review
Documents customer interactions and outcomes thoroughly
Escalates unresolved issues for advanced support
Engages in self-directed learning to build knowledge
Stays informed about underwriting, policy guidelines, compliance, and legal updates
Maintains current department knowledge resources
Actively listens to customer concerns to identify trends
Recognizes opportunities for process improvement and makes recommendations
Collaborates with various departments including Policy Support, Claims, and Underwriting
May work with external vendors to address customer needs
Adheres to a regulated schedule and follows time-off request procedures

Requirements

What you’ll need

Experience in high-volume, complex insurance customer support preferred
1 to 3 years of BPO/GCC experience in insurance processes
1 year of contact center or customer support experience preferred
Fluent in English, both written and spoken
1 year of experience in insurance or a related field preferred
Desired experience in US Property & Casualty Insurance customer service
Bachelor's degree preferred

Benefits

Comp & perks

Competitive compensation and benefits package:
Competitive salary and performance-based bonuses
Comprehensive benefits package
Career development and training opportunities
Flexible work arrangements (remote and/or office-based)
Dynamic and inclusive work culture within a globally renowned group
Private Health Insurance
Pension Plan
Paid Time Off
Training & Development
Note: Benefits differ based on employee level.