U.S. Insurance Claims Support Specialist

consultsiliconvalley; Cebu City; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

13th-month pay

SSS

PhilHealth

Pag-IBIG

HMO coverage

Paid leaves

Career growth opportunities

Supportive work environment

Job summary

CSV Now in Cebu, Philippines is hiring a Customer Support Representative for a U.S. Insurance Claims account. You will handle inquiries related to property damage and vehicle incidents, gather information, explain the claims process, and move cases through the established workflow.

This role emphasizes communication, empathy, organization, and collaboration with cross-functional teams. It is an onsite, full-time position aligned with U.S.

Qualifications

• Previous customer service experience supporting a U.S. insurance company or U.S. insurance BPO account.
• Practical understanding of how U.S. insurance claims generally work.
• Able to explain insurance processes clearly without relying on complicated insurance terminology.
• Strong written and verbal English communication skills.
• Calm and professional when communicating with frustrated or concerned customers.
• Highly organized and able to manage multiple open cases and follow-ups.
• Comfortable working across different internal teams to move cases forward.
• Proactive, ownership-oriented, and comfortable following cases through to the appropriate next step.

Responsibilities

• Handle customer inquiries related to vehicle, home, property, and other damage incidents involving delivery drivers.
• Communicate professionally and empathetically with customers reporting damage or accidents.
• Explain the general insurance and claims process in clear and simple language.
• Gather required information, photos, documents, incident details, and other supporting information.
• Determine the appropriate next step or escalation path based on the Client's established workflow.
• Coordinate with Customer Service, driver or DSP compliance teams, and other internal departments.
• Maintain complete and accurate case records, notes, and status updates.
• Follow up on open or longer-running cases and keep customers informed of progress.
• Help customers understand why insurance claims or investigations may take time.
• Recognize when multiple insurance companies may be involved and understand basic concepts such as subrogation.
• Escalate complex, sensitive, or unresolved cases to the appropriate internal team.
• Follow established claims-support procedures consistently and accurately.

Skills

Customer service

English communication

Organization

Attention to detail

Empathy

Job description

CSV Now in Cebu, Philippines is hiring a Customer Support Representative for a U.S. Insurance Claims account. You will handle inquiries related to property damage and vehicle incidents, gather information, explain the claims process, and move cases through the established workflow.

This role emphasizes communication, empathy, organization, and collaboration with cross-functional teams. It is an onsite, full-time position aligned with U.S.