Full Time Customer Service Specialist Korean Jobs, in Devloit Federal Territory - Maukerja

Job Title: Insurance Call Center Representative

Location: Malaysia (On-site)

Permanent night shifts, 8pm-5am MYT.

Shift / Time Zone: Eastern Standard Time (EST) — US Business Hours

Line of Business (LOB): Voice & Email Support

Employment Type: Full-Time

5 days working, 2 days Sat-Sun Offs

Education

• High School Diploma or equivalent (minimum requirement)
• Associate's or Bachelor's Degree in any field is an advantage

Job Description:-

• Handle inbound and outbound customer interactions via voice calls and email regarding insurance policies, claims, billing, and general inquiries.
• Assist customers in understanding their insurance coverage, benefits, and policy details across various insurance lines (health, life, auto, property, etc.).
• Process and submit customer inquiries accurately using internal systems and established workflows.
• Ensure all interactions and data handling comply with HIPAA privacy, security, and transaction standards.
• Guide customers through the process of submitting inquiries, claims requests, and documentation in a clear and professional manner.
• Escalate complex or sensitive cases to the appropriate team or supervisor in a timely manner.
• Maintain accurate and complete records of customer interactions, transactions, and resolutions.
• Meet or exceed defined KPIs including quality scores, handle time, customer satisfaction (CSAT), and first-call resolution (FCR).
• Collaborate with team leads and quality assurance teams to continuously improve service delivery.
• Stay updated on insurance products, compliance regulations, and internal process changes.