Customer Service Representative(FNOL) for Car Insurance account
On-site · Iloilo, Western Visayas, Philippines
Job Summary
Customer Service Representative (FNOL) responsible for handling First Notice of Loss for a car insurance account. Duties include answering calls and handling customer complaints, accessing policy accounts, providing policy/product information, adhering to scripts, collecting incident details, documenting loss reports, ensuring accurate data entry, guiding policyholders through the claims process, maintaining professionalism and empathy, ensuring regulatory and privacy compliance, escalating urgent/complex claims, and collaborating with claims adjusters to ensure smooth handoffs.
Required Qualifications
- Excellent communicator, both oral and written
- Strong attention to detail and high level of accuracy in data entry and documentation
- Strong listening skills with the ability to handle sensitive customer interactions with empathy
- Ability to ask effective probing questions and gather complete information
- Strong analytical skills to investigate and resolve customer issues
- Able to multitask efficiently under time pressure
- Proven experience in managing a service and support focused team culture
- Previous experience in insurance, claims processing, contact center, or customer support is an advantage
- Familiarity with claims management systems or CRM tools is a plus
- Good organizational and time management skills with the ability to multitask
- Basic understanding of insurance principles and terminology (preferred but can be trained)
- High level of integrity and ability to handle confidential information
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