Finance Customer Service Escalations Specialist (ZR_23885_JOB)

This is a remote position.

• Monday - Friday 9:00 AM - 6:00 PM FL Time
  

• Respond to escalated chat messages and texts from the AI agent, ensuring timely and accurate resolutions.
  
• Demonstrate excellent written English skills and strong attention to detail in all communications.
  
• Handle a variety of tasks related to Veruna and Harvest Insurance processes, including but not limited to:
  

• Supporting insurance-related inquiries
  
• Managing policyholder concerns
  

• Coordinating with internal teams to ensure issues are addressed efficiently.
  
• Identify and troubleshoot complex issues that exceed the AI agent’s capabilities, escalating internally as necessary.
  
• Maintain a high level of professionalism and empathy while addressing customer and stakeholder concerns.
  
• Document and track escalated cases for continuous improvement.
  

• Strong command of English conventions, both written and verbal.
  
• Proven experience in a customer-facing role, preferably within the insurance or financial services industry.
  
• Experience with Veruna and Harvest Insurance systems (or a demonstrated ability to quickly learn new platforms).
  
• Excellent problem-solving skills and the ability to navigate complex scenarios.
  
• Strong organizational skills with attention to detail.
  
• Ability to work independently in a fast-paced environment.
  

• Experience supporting AI or automated customer service systems.
  
• Background in insurance, finance, or a related field.
  
• Familiarity with escalation management best practices.
  

Independent Contractor Perks

• Permanent work-from-home
  
• Immediate hiring
  
• Steady freelance job