Customer Service Representative

About Asiacruit

At Asiacruit, we connect top talent with forward-thinking organizations across industries. Our mission is to help businesses grow through smart, strategic, and people-focused solutions. We support companies by providing high-quality Philippine-based talent for local and global markets. If you are service-oriented, reliable, detail-minded, and committed to helping customers, we invite you to apply.

Position Overview

We are seeking a Customer Service Representative for the Insurance & Accounting Industry to support customer inquiries, resolve service requests, and coordinate next steps with internal teams. This role will handle inbound and outbound communication, assist with policy and billing questions, support payment-related inquiries, and maintain accurate customer records.

The ideal candidate is professional, empathetic, and able to manage multiple requests while maintaining accuracy and confidentiality. You will work closely with insurance, accounting, finance, claims, underwriting, billing, and operations teams to ensure timely resolution and a positive customer experience.

Key Responsibilities

Customer Support & Issue Resolution

• Respond to customer inquiries via phone, email, and approved communication channels in a courteous and timely manner.

• Provide accurate information about insurance and accounting-related processes, policies, billing, and documentation requirements.

• Collect necessary details from customers and confirm account or policy information according to company procedures.

• Log, track, and update customer requests in the appropriate systems, ensuring information is complete and actionable.

• Resolve routine requests independently; escalate complex, sensitive, or high-risk issues to the appropriate team.

• Follow up on outstanding items (documents, approvals, payment status, and service tickets) and communicate updates to customers.

• Maintain a service-first attitude while ensuring compliance with internal policies and quality standards.

Insurance Service Coordination

• Assist customers with common insurance inquiries such as policy status, endorsements, renewals, and basic document requests.

• Coordinate collection of missing information or supporting documents from customers and relevant internal teams.

• Support processing of routine requests related to premium billing, commission inquiries, and carrier correspondence (as applicable).

• Verify documentation completeness (forms, certificates, invoices, and related records) before routing to the next step.

Accounting & Billing Support

• Support customer inquiries related to invoices, statements, payment status, and payment/receipt confirmation.

• Gather and validate billing information and coordinate with accounting or finance teams to address discrepancies.

• Assist with preparing and sending customer-facing updates and summaries when required by process.

• Ensure customer records and billing notes are accurately documented and reflected in the appropriate systems.

Recordkeeping, Tools, and Reporting

• Maintain accurate, up-to-date customer information in CRM/case management systems, spreadsheets, and internal databases.

• Use templates, knowledge base articles, and standard scripts to provide consistent responses.

• Prepare and update tracking logs, service status reports, and other operational documentation as needed.

• Perform routine quality checks to ensure that details captured from customers are correct and complete.

Confidentiality, Compliance, and Professional Conduct

• Protect confidential customer, policy, billing, and financial information at all times.

• Follow established procedures for access controls, data handling, and documentation retention.

• Maintain accurate records of communications, actions taken, and outcomes for audit readiness.

• Adhere to company compliance requirements and escalation workflows.

• Perform other customer service, insurance support, and accounting-related duties as assigned.

Qualifications

Requirements

• Associate degree or bachelor's degree in Business Administration, Accounting, Finance, Insurance, Communications, or a related field.

• 1+ year of experience in customer service, call center support, insurance support, accounting/billing support, or a related role.

• Strong English communication skills, both written and verbal.

• Professional phone and email etiquette, with the ability to remain calm and helpful in all situations.

• Comfort working with case management systems, CRMs, and online tools; ability to learn new platforms quickly.

• Strong attention to detail and ability to handle accurate recordkeeping across multiple systems.

• Basic understanding of billing concepts (invoices, statements, payment status) and related documentation.

• Ability to manage multiple priorities, meet service timelines, and follow standard procedures.

• Ability to handle confidential information with discretion and professionalism.

• Reliable internet connection, a suitable home office environment, and ability to work effectively with remote or international teams.

Preferred

• Experience supporting an insurance agency, insurance carrier, financial services firm, or accounting-focused organization.

• Familiarity with insurance basics (policy status, renewals, endorsements, documentation requests) and common billing workflows.

• Experience using CRM/case management tools, policy administration systems, or billing/ticketing platforms.

• Experience handling payment-related inquiries, customer statements, and invoice verification processes.

• Knowledge of confidentiality and privacy practices relevant to customer and financial data.

• Experience working with U.S. insurance, accounting, privacy, or financial documentation practices.

Why Join

• Join a supportive team focused on delivering great customer experiences across insurance and accounting operations.

• Develop practical skills in customer support, insurance service coordination, and billing/payment inquiry workflows.

• Build valuable communication, problem-solving, and operational accuracy through cross-functional collaboration.

• Make a meaningful impact by helping customers receive timely updates, clear answers, and efficient resolutions.

• Receive competitive compensation and opportunities for professional development and career growth.

• Work in a collaborative, international environment with exposure to diverse teams and industry professionals.