Insurance Customer Service Representative

Act as the first point of contact for customer inquiries related to insurance policies, coverage, claims, and other general questions.
Provide Level 1 resolutions by addressing common issues or escalating more complex matters to relevant departments (e.g., Claims or Policy Administration teams).
Assist customers in navigating the policyholder platform, understanding their coverage, and resolving policy-related concerns in a timely manner.
Maintain a high level of professionalism and empathy during all interactions, ensuring customer satisfaction and retention.
Document all customer interactions accurately in the company’s CRM system.
Monitor and respond to customer emails, chats, or calls in line with agreed service levels.
Collaborate with internal teams, including Operations, Compliance, and Sales, to ensure seamless customer service delivery.
Keep updated on Igloo’s insurance products, systems, and regulatory changes to provide accurate information to customers.
Participate in training sessions to improve product knowledge, customer service skills, and problem-solving techniques.
Keep abreast of industry developments, remaining informed of any changes to insurance regulations and best practices.

Bachelor’s degree or equivalent experience in Customer Service, Business, or related fields.
1–2 years of experience in a customer service role, preferably within the insurance, fintech, or e-commerce industries.
Strong communication skills, both verbal and written, with the ability to explain complex information clearly.
Empathy, active listening skills, and a customer-centric approach to problem-solving.
Ability to multitask and handle high-pressure situations with professionalism.
Familiarity with CRM tools (e.g., Salesforce or Zendesk) and standard office applications (e.g., MS Office).
Willingness to work in rotating shifts, including weekends, if required.
Knowledge of insurance products and policies is an advantage but not mandatory.

Comprehensive Health Coverage: HMO coverage starting Day 1, with free coverage for up to 2 dependents.
Financial Rewards: 13th-month pay to ensure fair and rewarding compensation.
Career Growth Opportunities: Annual performance appraisal to recognize achievements and support professional development.
Inclusive Work Environment: Be part of a dynamic team committed to innovation and collaboration.
Leave Benefits: Competitive leave policies to support work-life balance.
Continuous Learning: Opportunities to enhance skills through training and development programs.

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