- Non-voice support team for US Property & Casualty Insurance
- Handles customer and agent inquiries through chat and back-office alert processing
- Does not handle phone or voice interactions
- Assists with moderately complex insurance issues
- Delivers exceptional service while ensuring compliance with legal requirements
- Communicates via chat while navigating multiple internal systems
- Receives and responds to inquiries on insurance matters
- Interacts with customers, agents, and others to resolve issues regarding policy provisions and conditions
- Evaluates and interprets policy information within authority limits
- Accesses account information and communicates effectively
- Utilizes product knowledge and compliance understanding to make recommendations
- Prepares and processes account and policy alerts according to established procedures
- Escalates complex issues for further review
- Documents customer interactions and outcomes thoroughly
- Escalates unresolved issues for advanced support
- Engages in self-directed learning to build knowledge




- Stays informed about underwriting, policy guidelines, compliance, and legal updates
- Maintains current department knowledge resources
- Actively listens to customer concerns to identify trends
- Recognizes opportunities for process improvement and makes recommendations
- Collaborates with various departments including Policy Support, Claims, and Underwriting
- May work with external vendors to address customer needs
- Adheres to a regulated schedule and follows 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

Benef

📌 FBS Customer Care Representative (Pune)
🏢 Capgemini
📍 Pune