Back Office Support

Insurance – Back Office Support (Remote – India),699

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Job Responsibilities

Phone & Client Communication

• Handle all incoming calls promptly, professionally, and courteously.
• Direct calls to appropriate team members or manage client queries within scope.
• Provide policyholders updates on billing, payments, ID cards, and documentation.
• Log all client interactions in the AMS/CRM system.
  

Retention & Cancellation Saves

• Manage client cancellation requests with empathy and professionalism.
• Address concerns proactively through policy reviews, discounts, or alternate coverage options.
• Highlight benefits such as personalized service, bundled savings, and ongoing support.
• Escalate non-retainable cancellations with complete notes.
• Track and report weekly cancellation-save attempts and results.
  

Outbound Service Calls

• Make at least 100 outbound service-related calls daily.
• Contact clients for billing, missing documents, payments, ID cards, or Evidence of Insurance (EOI).
• Log all call outcomes (completed, voicemail, follow-up required).
• Use provided scripts to ensure consistent communication.
  

Pre-Bind Processing

• Review new applications for completeness and accuracy.
• Verify required documents such as IDs, declarations, prior insurance, and payment authorization.
• Ensure underwriting requirements are met before submission.
• Coordinate with clients regarding missing information.
  

Post-Bind Processing (Missing Documents)

• Follow up immediately after binding to collect outstanding documents.
• Maintain logs and track deadlines for pending requirements.
• Send reminders via phone, email, or text until all items are received.
• Upload and file documents in the management system.
• Coordinate with carriers regarding underwriting requirements.
  

Policy Servicing & Processing

• Prepare quote summaries and proposals.
• Conduct policy checks to ensure accuracy.
• Set up policies for new and existing clients.
• Handle renewals and manage renewal lists.
• Complete new business setup from application to issuance.
• Process claims and coordinate follow-ups with clients and carriers.
  

Certificates, Documents & Compliance

• Prepare and issue Certificates of Insurance (COI).
• Manage document indexing, filing, and digital record maintenance.
• Handle loss-run processing and follow-ups.
• Ensure compliance with documentation standards.
  

Billing & Accounts Receivable

• Contact clients about overdue or upcoming payments.
• Explain payment options and assist with transactions.
• Monitor billing reports to prevent cancellations.
• Escalate unresolved billing concerns when required.
  

Administrative Support & Data Entry

• Maintain detailed notes and task updates in the system.
• Send reminders for payments or missing documents.
• Perform data entry for applications, policy changes, or service requests.
• Assist with general administrative tasks.
• Participate in weekly progress check-ins with management.
  

Must-Have Qualifications

• 1–2 years of experience in US insurance back-office support or client servicing.
• Strong communication skills for handling inbound/outbound calls.
• Proficiency in AMS/CRM tools for documentation and policy management.
• Experience in policy servicing, billing follow-ups, cancellations, and renewals.
• Highly detail-oriented with strong organizational abilities.
• Comfortable handling 100+ calls per day.
• Mandatory: Experience in US insurance processes.
  

Nice-to-Have Skills

• Experience in Billing & Accounts Receivable
• Administrative Support Skills
  

Interview Stages

• HR Round
• Operations Round
• Client Round