Insurance Officer

Job Description (JD) - Officer Customer Service (Insurance broking - Call centre) Position Title: Customer Service Officer / Senior officer – Insurance Department: Customer Service / Claims / General Insurance claims Reporting To: Manager / Deputy Manager / Assistant manager Location: Jodhpur, Rajasthan Position Overview: The Customer Service Officer will be responsible for handling customer queries and requests primarily through inbound and outbound calls, emails, and other communication channels. The role requires strong communication skills, proficiency in MS Excel and data management, and the ability to draft professional emails. The ideal candidate should demonstrate a positive attitude, problem-solving approach, and customer-first mindset while ensuring accuracy and timely resolution. Key Responsibilities: Handle customer queries, complaints, and service requests through calls and emails in a professional and courteous manner. Provide accurate information regarding insurance products, claims, policies, and processes. Maintain customer interaction data and service records with accuracy in MS Excel and internal systems. Draft and respond to emails with clarity, professionalism, and empathy. Coordinate with internal teams, TPAs, and insurers to resolve customer issues within defined timelines. Ensure compliance with company policies, regulatory norms, and data security protocols. Maintain a high level of customer satisfaction and contribute to retention initiatives. Assist in preparing MIS reports and dashboards as required. Flexiblity in shift rotation and timings Required Skills & Competencies: Excellent verbal and written communication skills (English & Hindi, Kannada, Tegulu preferred). Proficiency in MS Office (Excel – VLOOKUP, Pivot Tables, Formatting; Word – documentation). Strong data management and record-keeping abilities. Good problem-solving and analytical skills. Ability to work under pressure and manage multiple tasks. Positive attitude, patience, and customer-centric mindset. Good team collaboration and interpersonal skills. Educational Qualifications: UG, Graduate / Post-Graduate in any discipline (any graduate). Certification in Insurance (if any, e.g. BQP) will be an added advantage. Experience: Freshers with excellent communication and computer skills may also be considered. 1–3 years of experience in customer service within insurance, banking, or financial services sector. Key Performance Indicators (KPIs): Average handling time (AHT) and first call resolution (FCR). Accuracy and quality of data management and data sharing Customer satisfaction scores (CSAT/NPS). Timeliness of email responses and query resolution. Adherence to compliance and process guidelines.