Customer Care Representative

Jobtailor; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Jobtailor seeks a non-voice chat support associate to handle US Property & Casualty inquiries from customers and agents. You will process back-office alerts, access policy details, and document outcomes thoroughly while adhering to regulatory guidelines.

The role focuses on chat interactions across multiple internal systems, with escalation for complex issues and a strong emphasis on compliant, accurate resolutions.

Qualifications

• 1–3 years of BPO/GCC experience in insurance processes.
• US Property & Casualty insurance customer service experience preferred.
• Fluent in English, both written and spoken.
• Bachelor's degree preferred.

Responsibilities

• Handle non-voice, chat-based inquiries from customers and agents.
• Process back-office alerts and document interactions comprehensively.
• Navigate multiple internal systems to access policy information.
• Escalate complex issues for further review according to procedures.
• Ensure compliance with legal requirements and underwriting guidelines.

Skills

Fluent in English

Customer support

Education

Bachelor's degree preferred

Tools

Internal systems navigation

Job description

• 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

• 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

Core Competencies

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 Experience
• Customer Support Experience
• BPO/GCC Experience
• Fluent in English
• Compliance Understanding

ATS Optimization Keywords

Hard Skills

• Insurance Policy Evaluation
• Back-Office Alert Processing
• Account Information Access
• Policy Provision Interpretation
• Moderately Complex Issue Resolution

Soft Skills

• Exceptional Service Delivery
• Effective Communication
• Active Listening
• Self-Directed Learning
• Collaboration

Industry Keywords

• Insurance Processes
• Customer Inquiries
• Legal Compliance
• Process Improvement
• Underwriting Guidelines

Tools & Technologies

• Internal Systems Navigation