Bilingual Insurance Support Specialist (EN/JP) - EST Hours

Concentrix; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

English communication

Japanese communication

Education

High School Diploma or equivalent

Associate's or Bachelor's degree (advantage)

Tools

CRM tools

Email platforms

Call center software

Job description

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