Non-voice Support Agent for US Property & Casualty Insurance

We are seeking a Non-voice Support Agent to join our team, handling customer and agent inquiries through chat and back-office alert processing for US Property & Casualty Insurance. You will assist with moderately complex insurance issues, deliver exceptional service, and ensure compliance with legal requirements.

Responsibilities:

• Handle customer and agent inquiries through chat and back-office alert processing
• Assist with moderately complex insurance issues
• Deliver exceptional service while ensuring compliance with legal requirements
• Communicate via chat while navigating multiple internal systems
• Receive and respond to inquiries on insurance matters
• Interact with customers, agents, and others to resolve issues regarding policy provisions and conditions
• Evaluate and interpret policy information within authority limits
• Access account information and communicate effectively
• Utilize product knowledge and compliance understanding to make recommendations
• Prepare and process account and policy alerts according to established procedures
• Escalate complex issues for further review
• Document customer interactions and outcomes thoroughly
• Escalate unresolved issues for advanced support
• Engage in self-directed learning to build knowledge
• Stay informed about underwriting, policy guidelines, compliance, and legal updates
• Maintain current department knowledge resources
• Actively listen to customer concerns to identify trends
• Recognize opportunities for process improvement and make recommendations
• Collaborate with various departments including Policy Support, Claims, and Underwriting
• May work with external vendors to address customer needs
• Adhere to a regulated schedule and follow time-off request procedures

Requirements:

• Experience in high-volume, complex insurance customer support preferred
• 1 to 3 years of BPO/GCC experience in insurance processes
• 1 year of contact center or customer support experience preferred
• Fluent in English, both written and spoken
• 1 year of experience in insurance or a related field preferred
• Desired experience in US Property & Casualty Insurance customer service
• Bachelor's degree preferred

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development