Claims Call Centre Representative

About the Role

Fulcrum Worldwide Software is seeking a skilled Claims Call Centre Representative to join their team remotely supporting US timings. The role involves assisting customers with inquiries and managing claims related to Property & Casualty insurance. Responsibilities include documenting First Notice of Loss (FNOL), providing claim status updates, verifying policy details, and collaborating with internal teams to ensure efficient claims resolution.

Key Responsibilities

• Manage incoming customer calls focused on insurance claims, FNOL, claim status, coverage details, payment processing, and settlements.
• Precisely document claim information during the initial FNOL stage.
• Verify and explain policy terms including coverage limits and deductibles to customers.
• Clarify claim procedures, necessary documentation, and subsequent steps to policyholders.
• Provide prompt and accurate updates on the status and progress of claims.
• Resolve routine claim-related queries raised by customers during calls.
• Coordinate effectively with claims adjusters, brokers, agents, payment teams, and other relevant departments to address customer concerns.
• Follow up for missing claim documentation and information to facilitate timely processing.
• Identify complex claims, coverage issues, customer complaints, or service requests and escalate appropriately.
• Maintain precise and up-to-date customer, claim, and call records within systems.
• Ensure adherence to SLAs, quality standards, and regulatory compliance in all customer interactions.
• Handle sensitive customer situations with professionalism and empathy during claim discussions.
• Spot recurring customer challenges and relay feedback aimed at enhancing claims procedures and customer satisfaction.
• Comply fully with company guidelines, regulatory standards, data protection policies, and claims handling protocols.

Candidate Eligibility

Applicants must possess a graduate degree in any field.

Additional Information

• Shift aligns with United States time zones.
• The role is fully remote.
• Salary range is ₹400,000 to ₹450,000 per annum.