Bilingual Customer Service Representative

Concentrix; Kuala Lumpur; Sur place; MYR 36 000 - 58 000; Plein temps

Résumé du poste

Concentrix is seeking a motivated Insurance Call Center Representative in Malaysia to provide high-quality support for insurance inquiries via voice and email for US clients during EST business hours. The ideal candidate has insurance exposure, HIPAA knowledge, and strong English and Japanese communication, with 6 months of insurance experience and a call center background.

You will handle inquiries, document interactions, meet KPIs, and stay updated on policy details while collaborating with

Qualifications

• Minimum 6 months of experience in an insurance-related environment.
• Prior call center or customer service experience preferred.
• HIPAA knowledge: PHI, ePHI, and HIPAA guidelines.

Responsabilités

• Handle inbound and outbound customer interactions via voice calls and email regarding insurance policies, claims, billing, and general inquiries.
• Explain insurance coverage, benefits and policy details across health, life, auto, and property lines.
• Process inquiries using internal systems and workflows accurately.
• Ensure HIPAA privacy and security standards are followed.
• Guide customers through submitting inquiries, claims, and documentation clearly.
• Escalate complex cases promptly to the appropriate team or supervisor.
• Maintain accurate records of interactions and resolutions.
• Meet KPIs: quality scores, handle time, CSAT, FCR.
• Collaborate with team leads and QA to improve service.
• Stay updated on products, compliance, and internal changes.

Connaissances

English communication

Japanese communication

Formation

High School Diploma or equivalent

Associate's or Bachelor's degree (advantage)

Outils

CRM tools

Email platforms

Call center software

Description du poste

We are looking for a motivated and detail-oriented Insurance Call Center Representative to join our growing team based in Malaysia. In this role, you will provide high-quality customer support for insurance-related inquiries via voice and email channels, supporting US-based clients during Eastern Standard Time (EST) business hours. The ideal candidate brings hands‑on insurance industry experience, a solid understanding of HIPAA compliance, and a passion for delivering exceptional customer experiences.

[KEY RESPONSIBILITIES]

• Handle inbound and outbound customer interactions via voice calls and email regarding insurance policies, claims, billing, and general inquiries.
• Assist customers in understanding their insurance coverage, benefits, and policy details across various insurance lines (health, life, auto, property, etc.).
• Process and submit customer inquiries accurately using internal systems and established workflows.
• Ensure all interactions and data handling comply with HIPAA privacy, security, and transaction standards.
• Guide customers through the process of submitting inquiries, claims requests, and documentation in a clear and professional manner.
• Escalate complex or sensitive cases to the appropriate team or supervisor in a timely manner.
• Maintain accurate and complete records of customer interactions, transactions, and resolutions.
• Meet or exceed defined KPIs including quality scores, handle time, customer satisfaction (CSAT), and first-call resolution (FCR).
• Collaborate with team leads and quality assurance teams to continuously improve service delivery.
• Stay updated on insurance products, compliance regulations, and internal process changes.

[QUALIFICATIONS & REQUIREMENTS]

Education

• High School Diploma or equivalent (minimum requirement)
• Associate's or Bachelor's Degree in any field is an advantage

Experience

• Minimum 6 months of experience in an insurance-related environment (any line of insurance is acceptable)
• Prior experience in a call center or customer service environment is strongly preferred
• Demonstrated experience handling voice and/or email-based customer support

HIPAA Knowledge

• Working knowledge or experience with HIPAA Privacy Rule — protecting patient/customer health information (PHI)
• Familiarity with HIPAA Security Rule — safeguarding electronic PHI (ePHI) through administrative, physical, and technical controls
• Understanding of HIPAA Transactions & Code Sets — standard electronic data interchange (EDI) formats for insurance transactions
• Experience in submitting compliant inquiries and documentation in accordance with HIPAA guidelines

Skills & Competencies

• Strong verbal and written communication skills in English and Japanese
• Ability to work effectively during US Eastern Standard Time (EST) hours from Malaysia
• Proficiency in CRM tools, email platforms, and call center software
• Excellent attention to detail and data accuracy
• Customer-first mindset with strong problem-solving and active listening skills
• Ability to handle high volumes of inquiries while maintaining quality and composure
• Team-oriented with the ability to also work independently
• High level of integrity and discretion when handling sensitive customer data