Customer Claims Representative, Pet Insurance
Twoconnect
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- We are seeking a dedicated Customer Claims Representative to join a leading international insurance provider, focused on delivering exceptional customer support.
- In this role, you will handle customer inquiries, process claims with accuracy, and communicate with veterinary partners and other stakeholders.
- Adhere to the client's policies and procedures.
- Respond to inbound customer inquiries regarding claim payment status.
- Make outbound calls to customers, veterinary practices, and other stakeholders.
- Sort, scan, and process new claims received via email and post.
- Prepare claim-related letters, templates, and payments for customers and veterinary practices.
- Handle returned and incomplete claims, ensuring proper follow-up.
- Provide additional information and follow up on outstanding requests.
- Respond to general inquiries via email and phone.
- Maintain and update the new claims figure report and claims tracker.
- Retrieve and save claim-related information, requesting further details as needed.
- Investigate and resolve claims without historical records by conducting follow-ups.
- Communicate declinature decisions through calls and written correspondence.
- Update internal systems (FIT and OIT) with relevant notes and documentation.
- Perform other ad hoc duties as assigned by the Team Leader/Manager.
Requirements
- - Must have at least 3 years of relevant experience.
- - Excellent verbal and written English communication skills.
- - Demonstrated experience in handling inbound and outbound phone calls.
- - Strong active listening skills with an empathetic approach.
- - Patience and conflict resolution abilities to handle complex situations.
- - High attention to detail and accuracy in processing claims.
- - Strong organizational and time management skills.
- - Critical thinking abilities to make informed decisions based on the client's guidelines.
- - Prior insurance knowledge is beneficial.
- - A proactive and customer service-oriented mindset.
- ***Note: The official title of this role is Claims Consultant.***
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
claims processingcustomer supportinbound callsoutbound callsclaim-related documentationclaims trackinginvestigationconflict resolutionattention to detailcritical thinking
Soft skills
verbal communicationwritten communicationactive listeningempathypatienceorganizational skillstime managementcustomer service orientationproactivityproblem-solving