Customer Service Representative

Role Overview

• Provide customer service to clients by communicating and responding to clients and carriers in a timely manner via phone or email.
• Handle multiple types of customer experience inquiries, resolve service concerns, document customer requests, and complete changes to policies which do not require a license.
• Effectively manage claim inquiries and follow up.
• Contact insurance carriers for acknowledgement, status, and potential escalation for pending claims.
• Assist with billing retrieval and follow up with clients for payments and documentation.
• Assist with Mortgagee change requests.
• Assist with documentation for quotes received, policies issued and endorsements.
• Assist account management team with eligibility requests.
• Assist with billing audits and correcting errors by providing the necessary documentation.
• Enter and update client policy information in agency management system Epic.
• Update and organize client files and records.
• Data entry and research.
• Assist with projects as needed to support team and agency.

Requirements

• Highly fluent in both English and Arabic
• 2+ years of professional work experience
• 1-2 years of experience in customer service
• Excellent working knowledge of Microsoft Word, Excel, and PowerPoint.
• Self-motivated with the ability to work effectively as part of a team or on individually assigned tasks
• The ability to work in a fast-paced environment where time-management and prioritization skills are essential
• Detail-oriented and systematic in their working style
• Able to quickly learn new critical internal work management software
• Access to a high-functioning computer and exceptional internet connection