Senior Customer Operations Specialist
Core
Resolve complex, non-standard insurance cases (cancellations, rewrites, recovery) for small businesses by owning the case from start to finish, ensuring accurate policy interpretation and customer communication.
Role type
Senior Customer Operations Specialist (Insurance Claims & Policy Resolution)
Builds
Closed insurance cases, accurate policy certificates, and internal playbooks for recurring issues.
Domain
Commercial Insurance / Small Business Services
Required skills
Complex case management, policy interpretation, contract analysis, customer communication under pressure, data reconciliation, process improvement, risk assessment, stakeholder management, attention to detail, adaptability
Preferred skills
Insurance licensing, AI tool proficiency, conflict resolution, rapid learning
Technologies
AI tools, case management systems
Responsibilities
Investigate and resolve messy insurance cases involving cancellations, reinstatements, and coverage gaps; issue complex certificates and endorsements; recover lapsed policies; communicate truthfully with customers about coverage status and options; document recurring issues to create playbooks or product requests; manage multiple open cases simultaneously.
Seniority
Senior, hands-on IC