Claims Contact Center Associate, Individual Life Insurance (ILI) & Annuities
This role will work between 3pm - 11pm Irish hours (Remote) .
The Claims Contact Center Associate serves as a primary point of contact for customers navigating the claims process across ILI and Annuities. This role provides knowledgeable, compassionate, and accurate support to policyholders, insureds, beneficiaries, financial professionals, field partners, and internal business partners.
Under general supervision, the associate receives, evaluates, and responds to claims-related inquiries that may range from routine questions to complex situations requiring research, judgment, and coordination with other teams. The associate helps customers understand claim requirements, documentation, processing steps, status, and next actions while delivering an empathetic and professional experience, particularly during sensitive life events.
Using multiple systems and resources, the associate researches customer and contract information, documents interactions, processes applicable transactions or requests, troubleshoots issues, and ensures inquiries are appropriately resolved or referred. The role requires the ability to develop proficiency across multiple products and claims processes and to apply established procedures while recognizing situations requiring escalation or additional review.
Key Responsibilities:
Handle inbound claims-related calls for ILI and Annuities, providing accurate, timely, and compassionate customer service.
Support policyholders, beneficiaries, insureds, financial professionals, field partners, and internal associates throughout the claims journey.
Explain claim processes, documentation requirements, claim status, expected next steps, and applicable procedures in clear, customer-friendly language.
Research and resolve inquiries that may require review of multiple systems, contract information, claim records, procedures, and supporting documentation.
Navigate between ILI and Annuities products and processes while maintaining accuracy and service quality.
Document customer interactions and actions thoroughly and accurately in designated systems.
Complete applicable service requests, referrals, and routine transactions within established authority and procedures.
Identify missing information, discrepancies, or situations requiring additional research and coordinate with the appropriate claims or business partners for resolution.
Recognize complex, sensitive, or higher-risk situations and escalate them appropriately.
Protect confidential customer, beneficiary, and financial information by following established privacy, authentication, and information-security requirements.
Demonstrate empathy and professionalism when assisting beneficiaries and customers who may be experiencing the loss of a loved one or other difficult circumstances.
Maintain current knowledge of products, claims procedures, systems, regulatory requirements, and operational changes through training and ongoing development.
Contribute to a collaborative contact center environment by sharing knowledge, identifying recurring customer issues, and supporting continuous improvement of the claims experience.
Key Requirements:
Customer service experience, preferably within a contact center, financial services, insurance, claims, or similarly regulated environment.
Strong verbal and written communication skills, including the ability to explain complex information in straightforward language.
Strong research, problem-solving, and critical-thinking skills.
Ability to navigate multiple systems and information sources while actively assisting customers.
Demonstrated attention to detail and commitment to accurate documentation.
Ability to handle confidential and sensitive information appropriately.
Ability to remain composed, empathetic, and professional during emotionally sensitive or complex customer interactions.
Ability and willingness to learn and support multiple products and…