Shift - U.S Timings

work mode - Remote

We are looking for an experienced Claims Call Center Representative to handle customer interactions related to Property & Casualty insurance claims. The role will be responsible for managing First Notice of Loss (FNOL), responding to claim-related inquiries, providing claim status updates, verifying policy information, and coordinating with internal claims teams to ensure timely and accurate resolution.

Key Responsibilities
Handle inbound customer calls related to insurance claims, FNOL, claim status, coverage, payments, and settlements.
Accurately capture and document claim information during the FNOL process.
Verify policy details, coverage, limits, deductibles, and claim status.
Explain claims procedures, required documentation, and next steps to customers.
Provide timely and accurate updates on claim progress.
Address customer questions and resolve routine claim-related issues during the call.
Coordinate with claims adjusters, brokers, agents, payment teams, and internal departments to resolve customer queries.
Follow up on outstanding claim information and documentation when required.
Identify and escalate complex claims, complaints, coverage issues, or service requests to the appropriate team.
Maintain accurate customer,



claim, and call records in the relevant systems.
Ensure all interactions are handled within defined SLAs, quality standards, and compliance requirements.
Handle sensitive customer situations professionally and demonstrate empathy during claim interactions.
Identify recurring customer issues and provide feedback to improve claims processes and customer experience.
Follow company policies, regulatory requirements, data privacy guidelines, and claims handling procedures.

Required Skills
Solid understanding of P&C; insurance and claims processes.
Experience handling customer calls in an insurance/claims environment.
Strong verbal and written communication skills.
Excellent customer service and active listening skills.
Ability to handle difficult or escalated customer interactions professionally.
Solid problem-solving and decision-making skills.
Good attention to detail and accurate documentation skills.
Ability to manage high call volumes and multiple customer requests.
Ability to work effectively within a team and meet defined SLAs/KPIs.
Valuable working knowledge of MS Office and claims/customer service applications.

📌 Claims Call Centre Representative Pune
🏢 Fulcrum Worldwide Software
📍 Pune