Customer Claims Representative (Pet Insurance) - Work from Home / Dayshift
T
TwoconnectPet Insurance
Metro Manila, Philippines, PHTFull-TimeMiddle
Salary not disclosed
Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Microsoft ExcelDocumentationCommunication SkillsProblem SolvingCustomer serviceAttention to detailOrganizational skillsTime ManagementWritten communicationCritical thinkingFluency in EnglishEmpathyVerbal communicationActive listening
Requirements
- At least 3 years of relevant experience.
- Excellent verbal and written English communication skills.
- Demonstrated experience in handling inbound and outbound phone calls.
- Strong active listening skills with an empathetic approach.
- Patience and conflict resolution abilities.
- High attention to detail and accuracy.
- Strong organizational and time management skills.
- Critical thinking abilities.
- Prior insurance knowledge is beneficial.
- A proactive and customer service-oriented mindset.
Responsibilities
- Adhere to client policies and procedures.
- Respond to inbound customer inquiries about claim payment status.
- Make outbound calls to customers, veterinary practices, and stakeholders.
- Sort, scan, and process new claims.
- Prepare claim-related letters, templates, and payments.
- Handle returned and incomplete claims with follow-up.
- Provide additional information and follow up on outstanding requests.
- Respond to general inquiries via email and phone.
- Maintain and update claims reports and trackers.
- Retrieve and save claim-related information, requesting further details.
- Investigate and resolve claims without historical records.
- Communicate claim declinature decisions.
- Update internal systems with notes and documentation.
- Perform ad hoc duties as assigned.
