Customer Insurance Support Specialist

Responsibilities

• Handle inbound and outbound customer interactions, particularly during the high-volume 6-month policy renewal season
• Process non-licensed service requests in coordination with Customer Experience Coordinators, escalating or scheduling call-backs for licensed representatives
• Manage and resolve complex, escalated, or sensitive customer concerns through verbal or written communication
• Follow provided scripts and approved FAQ responses to maintain consistency and compliance
• Develop a thorough understanding of the company’s insurance products and services
• Access and review customer accounts, policy schedules, and related records
• Recommend suitable products and forward customers to sales agents for policy initiation or upgrades
• Document customer complaints and maintain the customer complaint database

Requirements

• Excellent verbal and written communication abilities
• Effective problem-solving and critical thinking skills
• Strong analytical capabilities to identify, investigate, and resolve customer concerns
• Ability to multitask efficiently and work well under pressure
• Previous experience leading or supporting customer-focused teams