Customer Service Officer

Who We Are

ActionLabs is a technology solutions company focused on delivering innovative and reliable IT, network, and infrastructure services. We partner with organizations to design, implement, and support technology initiatives that drive operational efficiency and business growth.

At ActionLabs, we foster a collaborative environment where learning, innovation, and professional development are encouraged.

Key Responsibilities:

• Handle customer inquiries, policy-related concerns, claims follow-ups, billing inquiries, and other insurance-related requests through phone, email, chat, or other communication channels.
• Provide accurate, timely, and professional assistance regarding insurance coverage, policy terms, premiums, payments, renewals, and claims procedures.
• Coordinate with underwriting, claims, billing, and other internal departments to facilitate customer requests and ensure timely resolution of concerns.
• Manage customer complaints and escalations, ensuring appropriate action, proper documentation, and resolution within established timelines.
• Assist customers with policy updates, account information changes, document requests, and other policy servicing transactions in accordance with company procedures.
• Maintain accurate and up-to-date customer records, policy information, transaction histories, and service documentation in the company's systems.
• Ensure compliance with insurance regulations, data privacy requirements, company policies, and established customer service standards.
• Monitor customer feedback, satisfaction surveys, and service trends to identify recurring issues and recommend improvements to the customer experience.
• Support initiatives to improve customer satisfaction, service delivery, and overall customer retention.
• Prepare, validate, and reconcile daily, weekly, and monthly reports on customer inquiries, complaints, service performance, and other operational metrics.
• Meet established service level agreements (SLAs), quality standards, productivity targets, and customer satisfaction KPIs.
• Provide guidance and support to junior customer service team members when necessary, particularly in handling customer concerns and following established procedures.
• Perform other related duties and special projects as assigned.

Qualifications:

• Bachelor's degree in any field (preferred).
• At least 1–2 years of experience in Insurance or Healthcare customer service, or a related role.
• Good verbal and written communication skills.
• Strong problem-solving, multitasking, and customer handling skills.
• Proficient in Microsoft Office and CRM/ticketing systems.
• Ability to work in a fast-paced environment while meeting service level targets.
• Strong attention to detail and commitment to delivering excellent customer service.
• Amenable to work on a shifting schedule.