Customer Claims Representative (Pet Insurance) - Work from Home / Dayshift
Company:Twoconnect
Location:Metro Manila, Philippines, PHT
Languages:English
Seniority level:Middle, 3+ years
Experience:3+ years
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.
