FBS Customer Care Representative
- Non-voice support team for US Property & Casualty Insurance
- Handles customer and agent inquiries through chat and back-office alert processing
- Does not handle phone or voice interactions
- Assists with moderately complex insurance issues
- Delivers exceptional service while ensuring compliance with legal requirements
- Communicates via chat while navigating multiple internal systems
- Receives and responds to inquiries on insurance matters
- Interacts with customers, agents, and others to resolve issues regarding policy provisions and conditions
- Evaluates and interprets policy information within authority limits
- Accesses account information and communicates effectively
- Utilizes product knowledge and compliance understanding to make recommendations
- Prepares and processes account and policy alerts according to established procedures
- Escalates complex issues for further review
- Documents customer interactions and outcomes thoroughly
- Escalates unresolved issues for advanced support
- Engages in self-directed learning to build knowledge
- Stays informed about underwriting, policy guidelines, compliance, and legal updates
- Maintains current department knowledge resources
- Actively listens to customer concerns to identify trends
- Recognizes opportunities for process improvement and makes recommendations
- Collaborates with various departments including Policy Support, Claims, and Underwriting
- May work with external vendors to address customer needs
- Adheres to a regulated schedule and follows time-off request procedures
Requirements
- Experience in high-volume, complex insurance customer support preferred
- 1 to 3 years of BPO/GCC experience in insurance processes
- 1 year of contact center or customer support experience preferred
- Fluent in English, both written and spoken
- 1 year of experience in insurance or a related field preferred
- Desired experience in US Property & Casualty Insurance customer service
- Bachelor's degree preferred
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.