Insurance Claims Support Agent

Insurance Claims Support Agent (First Notice of Loss - FNOL)

Location: Remote, Philippines

Employment Type: Full-Time Employee

Department: Delivery Operations - Insurance Claims Support

Shift: Night Shift / US Hours (Schedules may vary based on business requirements, weather events, and client needs)

About Liveops Philippines

Liveops Philippines is a customer experience and operations organization that supports leading global brands through high-quality customer engagement and operational excellence. We are committed to delivering exceptional service while providing employees with opportunities to grow their careers in a collaborative and supportive work environment.

Workers in this role will be employed by Rippling Philippines, Inc. as the Employer of Record and contracted to work with Liveops.

Position Summary

The Insurance Claims Support Agent (FNOL) serves as the first point of contact for policyholders and other callers reporting an insurance claim. In this role, you will handle inbound calls, gather and document claim information accurately, provide empathetic customer support, and ensure a positive customer experience during what is often a stressful situation.

The successful candidate demonstrates strong communication skills, attention to detail, professionalism, and the ability to navigate multiple systems while maintaining compliance with company policies, client requirements, and information security standards.

Key Responsibilities

• Receive and handle inbound First Notice of Loss (FNOL) calls from customers and third parties reporting insurance claims.
• Guide callers through the claim-reporting process with empathy, professionalism, and accuracy.
• Gather, verify, and document claim-related information in designated systems.
• Create and maintain complete and accurate claim records.
• Follow established workflows, scripts, operating procedures, and compliance requirements.
• Escalate complex issues, customer concerns, or potential service risks to supervisors when appropriate.
• Meet quality, productivity, attendance, and customer experience expectations.
• Maintain confidentiality of customer and company information in accordance with data privacy and information security requirements.
• Participate in required training, coaching, certification, and continuous learning activities.
• Support surge volume requirements during catastrophic weather events, natural disasters, or other business-critical situations.

Minimum Qualifications

Education

• Senior High School Graduate, High School Graduate (legacy curriculum), Vocational Graduate, or College Level.
• Bachelor's degree preferred but not required.

Experience

• At least 1 year of customer service, contact center, BPO, or claims-related experience preferred.
• Insurance, financial services, healthcare, or claims support experience is an advantage.

Skills and Competencies

• Excellent English verbal and written communication skills.
• Strong active listening and customer service skills.
• High attention to detail and accuracy.
• Ability to multitask across multiple systems while speaking with customers.
• Effective problem-solving and critical thinking skills.
• Ability to remain calm and professional in emotionally sensitive situations.
• Strong organizational and time-management skills.
• Ability to work independently in a remote environment while maintaining performance expectations.

Work Environment

This is a remote work-from-home position. Employees must maintain a professional and distraction-free workspace that supports customer interactions and protects confidential information.

Technical Requirements

Company-issued equipment may be provided based on business requirements. Where applicable, employees must have:

• Reliable high-speed wired internet connection.
• Windows-based computer meeting company specifications.
• Dual-monitor capability.
• USB headset approved for production use.
• Mobile device that supports multi-factor authentication and security requirements.
• Compliance with company cybersecurity, device security, and data privacy standards.

Training and Certification

Successful candidates must complete all required onboarding, training, and client certification programs prior to production.

Training may include:

• Insurance fundamentals
• Claims handling processes
• FNOL procedures
• Customer experience standards
• Systems navigation and documentation requirements
• Information security and compliance training

Attendance and successful completion of all required training and certification activities are conditions of continued employment and role readiness.

Performance Expectations

Employees are expected to:

• Maintain satisfactory attendance and schedule adherence.
• Meet quality assurance standards.
• Demonstrate customer-focused communication and professionalism.
• Accurately document customer interactions.
• Adhere to company policies, procedures, and information security requirements.
• Participate in coaching, performance reviews, and development activities.

Compensation and Benefits

Liveops Philippines offers a competitive compensation package which may include:

• Competitive base salary
• Night shift differential (where applicable)
• Statutory benefits (SSS, PhilHealth, Pag-IBIG)
• 13th Month Pay
• Government-mandated leaves and benefits
• Employee training and career development opportunities