• Insurance Account Call Center Job Description & Responsibilities
• Job Description
• An Insurance Account Representative in a call center handles customer inquiries, policy information, claims processing, and other insurance-related concerns over the phone, chat, or email. They assist customers with policy purchases, updates, billing inquiries, and claims resolution while ensuring compliance with company and industry regulations.

Key Responsibilities

1. Customer Service & Support

• Answer inbound calls, emails, and chats from customers regarding insurance policies, claims, and billing.
• Provide information on policy coverage, benefits, exclusions, and renewal processes.
• Assist customers in selecting and modifying insurance plans based on their needs.
• Handle customer complaints and escalate complex issues when necessary.

2. Sales & Policy Management

• Upsell and cross-sell insurance products when appropriate.
• Process new policy applications, renewals, and cancellations.
• Verify customer information and update policy records accurately.
• Explain terms, conditions, and premium calculations to clients.

3. Claims Assistance

• Guide customers through the claims process, ensuring they understand the required documentation and timelines.
• Provide updates on claim status and assist in resolving claim-related issues.
• Work with adjusters and other departments to facilitate efficient claims handling.

4. Compliance & Documentation

• Follow company and regulatory guidelines in all interactions.
• Maintain confidentiality of customer information and adhere to data protection policies.
• Document all customer interactions and actions taken in the CRM system.

5. Problem-Solving & Escalation

• Resolve policy discrepancies, billing issues, and coverage disputes.
• Identify customer concerns and provide timely, effective solutions.
• Escalate unresolved issues to supervisors or specialized departments.

6. Performance & Quality Assurance

• Meet call center performance metrics (e.g., call handling time, customer satisfaction scores, and resolution rates).
• Participate in training sessions and stay updated on insurance products, policies, and industry trends.

• High School Graduate ( Old Curriculum )
• Senior High School Graduate
• 2 Years College Undergraduate ( Completed )
• With 1 Year Bpo / Call center Experience