Customer Service Representative - Insurance Claims

Customer Service Representative - Insurance Claims

Location: Matina IT Park, Davao City | Monday to Friday 6AM to 3PM PH

Job Description

We are looking for a Customer Service Representative to join our growing team and support the end-to-end administration of insurance claims. This role combines customer service, administrative coordination, and claims support while working closely with insurers, property owners, subcontractors, tradespeople, and internal teams. The successful candidate will be responsible for providing excellent customer service, managing claim updates, processing invoices, maintaining accurate records, preparing reports, and ensuring timely communication throughout the restoration process using LOOP software and insurer online portals.

Key Responsibilities

• Provide professional and empathetic customer service via phone, email, and online portals.
• Communicate regularly with property owners, insurers, subcontractors, and trades regarding claim and restoration progress.
• Respond confidently and accurately to enquiries from customers, claims officers, loss adjusters, assessors, suppliers, and internal teams.
• Manage multiple customer enquiries, claims, and job updates while maintaining accuracy and attention to detail.
• Monitor call volumes and respond efficiently during peak periods.
• Apply sound judgment and problem-solving skills to resolve customer and claim-related concerns.
• Escalate complex or exceptional issues to the Team Lead or Line Manager when necessary.
• Assist with preparing and processing invoices for completed restoration works.
• Process and update contractor and supplier invoices using LOOP software.
• Maintain accurate job records, claim updates, reports, and customer information.
• Prepare and submit KPI and insurer reports as required.
• Follow up with subcontractors and trades to ensure restoration works are completed on schedule.
• Promote ARC Projects professionally in all interactions with customers, insurers, suppliers, and stakeholders.
• Collaborate effectively with internal and external teams to deliver a high standard of customer service.
• Perform other administrative and customer support duties as assigned by the Line Manager.

Qualifications

• Minimum of 2–3 years of BPO or customer service experience.
• Experience in healthcare, medical billing, insurance, claims processing, or administrative support is highly preferred.
• Excellent verbal and written English communication skills.
• Strong customer service skills with the ability to communicate with empathy and professionalism.
• Confident and professional telephone manner.
• Strong problem-solving, critical thinking, and decision-making abilities.
• Excellent organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
• High level of accuracy in data entry, documentation, reporting, and administrative tasks.
• Experience using LOOP or similar CRM, workflow, project management, or claims software is an advantage.
• Ability to work collaboratively and maintain effective communication with multiple stakeholders.