Customer Support Associate (Insurance)

Location: Pasig City

Employment Type: Contractual (5 Months)

Work Schedule: 7:00 PM - 10:00 AM coverage window (sample shift: 7:00 PM - 4:00 AM) | Onsite for the first month, then Hybrid

Job Summary:

The Customer Support Associate (Insurance) is the friendly, reliable voice for customers. You’ll thrive in a fast-moving, customer-first environment and enjoy turning payment, billing, and coverage questions into clear answers and satisfied customers. You’ll handle inquiries day to day, support claims-related concerns, and learn the systems and processes that keep service accurate and consistent. Full training and onboarding are provided, with ongoing coaching and quality monitoring to help you succeed.

Key Responsibilities:

Customer Support

• Handle customer inquiries on insurance payments, billing, and coverage
• Support claims-related questions and respond to customer concerns based on assigned processes
• Explain available payment options and arrangements in line with set guidelines

Accuracy & Documentation

• Document every customer interaction, task, and outcome accurately in internal systems
• Process servicing transactions correctly and within required timelines
• Follow regulatory requirements, partner guidelines, and internal policies and procedures

Product & Systems Knowledge

• Complete required training and onboarding before handling inquiries independently
• Use reference materials and desktop tools to give confident, accurate answers
• Keep building product, process, and systems knowledge

Service Performance

• Manage time well to help the team meet service-level targets
• Work toward resolving customer concerns on the first contact
• Take part in coaching and quality monitoring to keep improving

Qualifications:

• 1-2 years of call center or customer service experience (preferred)
• Excellent verbal and written English communication skills
• Typing speed of at least 30 WPM with strong accuracy
• Comfortable with PC and internet-based applications, and working knowledge of MS Outlook, Excel, and Word
• Strong problem-solving skills and sound judgment
• Professional, accountable, and customer-focused attitude
• Insurance background is a plus, but not required
• Open to flexible shifts, including overtime and possible weekend coverage as the team grows
• Willing to work onsite during the first month, then 2 onsite days per week once training is completed