• 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

Bene

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