Claims & Underwriting Support Specialist

Call Center Agent

Are you an excellent communicator with a passion for customer engagement? Do you thrive in a fast-paced environment where you can help customers navigate their insurance policies and recover outstanding premiums?

We are looking for Call Center Agents to join our team. In this role, you will handle outbound calls to assist policyholders with unclaimed benefits, overdue premiums, and lapsed policies. You will also verify customer documents and escalate unresolved cases as needed. If you have strong negotiation skills, attention to detail, and the ability to handle high call volumes, we want to hear from you.

Key Responsibilities

• Contact customers regarding unclaimed benefits, overdue premiums, and lapsed policies.
• Educate policyholders on payment options and policy reinstatement procedures.
• Escalate high-risk accounts to the retention team.

• Provide excellent customer service and maintain professionalism on calls.
• Engage next of kin, employers, or business partners to facilitate claims recovery.
• Guide customers through the claims and document submission process.

• Persuade customers to make timely payments on overdue premiums.
• Follow up on payment commitments and ensure successful collection.
• Assist policyholders with reinstating lapsed policies.

• Assist in verifying documentation submitted by clients.
• Update customer interactions, payment commitments, and resolutions in the system.
• Ensure compliance with data protection and regulatory requirements.

• Maintain accurate records of all calls, customer interactions, and escalations.
• Submit daily and weekly reports on performance metrics and recovery success.

Ensure all activities adhere to insurance regulations and company policies.

Qualifications and Experience

• Bachelor's degree in Communications, Insurance, or a related field.
• Minimum one year of experience in the insurance industry (claims processing, underwriting, or premium recovery preferred) or in a communications role within the insurance industry or a call center environment.
• Strong communication and negotiation skills.
• Ability to handle high call volumes while maintaining professionalism.
• Familiarity with CRM software and data entry systems is an advantage.
• A proactive, results-driven, and customer-focused approach.