Job Title: Customer Support Representative (U.S. Insurance Claims)

Location: Cebu, Philippines

Job Type: Full-time, Onsite

Work Address: 15F, 1 Nito Tower Building, Cebu City

Company Overview

CSV Now, a well-established talent acquisition partner for Silicon Valley startups, is expanding into the BPO industry to deliver tailored customer support solutions for small and medium-sized businesses.

This is an opportunity to join a fast-growing company supporting a major North American logistics client. You will work in a startup-style environment where strong customer service, ownership, and practical insurance knowledge can directly impact how damage-related customer concerns are handled and resolved.

Role Summary

Support the Client by handling customer inquiries related to property damage, vehicle damage, accidents, and other incidents involving delivery drivers.

The role is designed for a customer service professional with previous experience supporting a U.S. insurance account who understands how insurance claims generally work and can clearly explain the process to customers.

This is not a claims adjuster position. You will not be responsible for approving, denying, valuing, or settling claims. The Client will establish the claims workflow and escalation process. Your responsibility is to communicate with customers, collect the necessary information, keep cases organized, provide updates, and ensure each case moves through the correct process.

Core Responsibilities

• Handle customer inquiries related to vehicle, home, property, and other damage incidents involving delivery drivers.
• Communicate professionally and empathetically with customers reporting damage or accidents.
• Explain the general insurance and claims process in clear and simple language.
• Gather required information, photos, documents, incident details, and other supporting information.
• Determine the appropriate next step or escalation path based on the Client's established workflow.
• Coordinate with Customer Service, driver or DSP compliance teams, and other internal departments.
• Maintain complete and accurate case records, notes, and status updates.
• Follow up on open or longer-running cases and keep customers informed of progress.
• Help customers understand why insurance claims or investigations may take time.
• Recognize when multiple insurance companies may be involved and understand basic concepts such as subrogation.
• Escalate complex, sensitive, or unresolved cases to the appropriate internal team.
• Follow established claims-support procedures consistently and accurately.

Success Profile

• Previous customer service experience supporting a U.S. insurance company or U.S. insurance BPO account.
• Practical understanding of how U.S. insurance claims generally work.
• Able to explain insurance processes clearly without relying on complicated insurance terminology.
• Strong written and verbal English communication skills.
• Calm and professional when communicating with frustrated or concerned customers.
• Highly organized and able to manage multiple open cases and follow-ups.
• Strong attention to detail when collecting information and documenting cases.
• Comfortable working across different internal teams to move cases forward.
• Able to recognize when an issue should be escalated rather than attempting to resolve it independently.
• Proactive, ownership-oriented, and comfortable following cases through to the appropriate next step.

Preferred Experience

• Customer service experience with a U.S. insurance company or account such as GEICO, State Farm, Liberty Mutual, Progressive, Allstate, Farmers, USAA, or a similar insurance program.
• Previous BPO experience supporting a U.S. insurance client.
• Familiarity with auto, property, casualty, or damage-related insurance inquiries.
• Basic understanding of claims documentation, insurance timelines, and subrogation.

Claims adjuster experience, insurance licensing, legal experience, and advanced claims-processing experience are not required.

Schedule

• Full-time, 40 hours per week.
• Schedule will be aligned with the Client's U.S. operations.

We Offer

• 13th-month pay
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
• HMO coverage upon regularization
• 18 Paid Leaves
• Opportunity to support a major North American logistics operation
• Opportunity to develop specialized experience in insurance and claims-support operations
• Direct exposure to operational leadership and cross-functional teams
• Opportunity to help establish and grow a specialized claims-support function
• Career growth opportunities as the company and Client operations continue to expand
• A fast-moving environment where strong performers can take on greater responsibility
• A supportive, performance-driven workplace that values initiative, ownership, and results.