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.