Insurance Back Office Support (Remote India),699
Work Mode: Permanent Remote (South Asia)
Salary Range: INR 6,00,000 7,20,000
Positions Available: 5
Experience Required: 35 Years
Role: Insurance Back-Office Support / Service Virtual Assistant (Service VA)
Shifts: Rotational (Start time between 4:00 PM 10:00 PM)
Working Days: 5 days/week
Notice Period: Immediate Joiners Preferred
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
- 12 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
Skills: office,insurance,outbound calls,payments,processing
