Remote Claims & Customer Experience Analyst

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Job Title: Remote Claims & Customer Experience Analyst (100% Work From Home) 

 Location: Remote from Latin America   Position Type: Full-time     Salary: $1,750   Schedule: Full-time with business week availability (Monday to Friday 8-5) and flexible hours for overflow periods.    Job Overview   Our Client is a high-growth technology firm disrupting the $40B insurance industry. They provide a seamless, plug-and-play platform that allows merchants to offer product insurance, driving brand revenue while significantly improving customer trust and experience in warranty programs. Our Client operates in a fast-paced "insurtech" environment where innovation and customer-centricity are at the core of their operations.   The Role
  Our Client is seeking a Claims & CX Analyst to serve as both a frontline claims adjudicator and a customer-facing support resource. This is a high-ownership role designed for an individual who can balance the technical rigor of claims processing with the empathy required for direct customer interaction. The successful candidate will "move the needle" by efficiently resolving claims while ensuring a premium experience for consumers during weekends and peak overflow periods.

Key Responsabilities

Claims Processing & Adjudication (Primary)

• Efficiently adjudicates incoming claims through a proprietary platform, ensuring accuracy and adherence to coverage details.

• Reviews and validates technical work orders for completeness and accuracy before approval.

• Coordinates end-to-end claim workflows by liaising with third-party servicers, retailers, and internal teams.

• Manages logistics for resolutions, including ordering replacement products and parts as needed.

• Maintains meticulous digital records and tracks claim status from submission through to final resolution.

• Prioritizes favorable consumer outcomes while remaining aligned with company financial objectives.

Customer Experience (Secondary — Weekends & Overflow)

• Manages inbound customer communications via email, chat, phone, and social media platforms.

• Educates pet parents and consumers on coverage offerings and specific plan details with professional clarity.

• Collects critical information from customers to support open claims and assists with scheduling repair appointments.

• Identifies recurring customer friction points and flags them to support continuous process improvement.

• Acts as a liaison between retailer partners and customers to resolve complex inquiries.

Required Qualifications

• Experience: 1–2+ years of proven experience in customer support, claims processing, insurance, or a related high-volume role.

• Availability: Firm requirement for weekend availability and flexibility to handle overflow hours.

• Technical Aptitude: Basic technical understanding of consumer products and how they function.

• Communication: Excellent written and verbal English skills; ability to remain professional and empathetic under pressure.

• Organizational Skills: Strong attention to detail and the ability to manage multiple open cases simultaneously without letting tasks slip through the cracks.

• Soft Skills: A self-starter mindset with the ability to identify process gaps and propose solutions independently.

Preferred Qualifications

• Experience using Zendesk, live chat tools, or specialized claims management software.

• Familiarity with the Insurtech, Fintech, or E-commerce sectors.

• Previous experience working in a startup or small, fast-moving team environment.

Benefits

 

• Growth: Real opportunity for advancement within a rapidly expanding global company.

• Flexibility: Remote work flexibility and a generous PTO policy.

• Environment: Collaborative and innovative work culture with a focus on training and development.

• Impact: A high-visibility role where your efficiency directly affects customer trust and company profitability.

   

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

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We appreciate your interest and look forward to reviewing your application!