Customer Service Agent

ABOUT US

Brac Insurance Associates Limited (“BIA”), an insurance brokerage of Bahamas First Holdings Limited (“BFH”), connects individuals, households, and businesses with best-in-class insurance products and services designed to meet evolving needs. In the Cayman Islands, BIA operates as an affiliate of Cayman First Insurance Company Limited, an industry-leading property and casualty and health insurer that maintains an A- (Excellent) financial strength rating with a stable outlook from global credit rating agency AM Best.

PURPOSE OF JOB

We are seeking a Customer Service Agent to join our Cayman Brac team. You will support clients with health insurance services by handling inquiries, processing documentation, managing renewals and payments, and promoting solutions to meet client needs. The role also includes greeting walk-in customers, answering calls, and ensuring timely follow-up to deliver exceptional service.

JOB RESPONSIBILITIES

• Develop a comprehensive understanding of our insurance products to ensure they meet customer needs effectively.
• Respond to internal and external customer inquiries, complaints, and requests via telephone and email within 24 hours.
• Escalate complex or serious customer issues to the Service Manager.
• Verify benefits directly with health care providers.
• Manage the receipt and dispatch of all new business documentation for group and individual policies.
• Handle the receipt and distribution of all health forms.
• Receive premium payments and forward them to the Finance team promptly.
• Follow up on delinquent premiums, sending payment reminders and lapse notifications to clients.
• Coordinate with Operations, Claims, and Underwriting teams to resolve customer queries.
• Issue monthly invoices for group and individual policies.
• Provide the health operations department with the monthly lapse list.
• Prepare and distribute policy renewals for group and individual plans.
• Process monthly client payments, including cards and cheques.
• Greet and assist walk-in customers and visitors professionally.
• Answer calls, route them to appropriate staff, and take accurate messages.
• Promote and recommend health insurance products that complement existing plans or meet specific customer needs.
• Perform other duties as assigned to support team and organizational objectives.

Requirements

• High school diploma or equivalent; post-secondary education is an advantage.
• Minimum of three years’ experience in a customer service role.
• Previous experience in the insurance industry will be considered an asset.
• Strong interpersonal skills to deliver exceptional client service and collaborate effectively with colleagues.
• Excellent verbal and written communication skills, with the ability to explain complex policy details clearly and simply.
• Proficient in office technology and software applications.
• Working knowledge of Microsoft Word, Excel, and Outlook.
• Friendly, professional, and composed demeanor, even in high-pressure situations.
• Consistently demonstrates a high standard of customer service.

Benefits

Brac Insurance Associates offers a competitive compensation package with eligibility for a discretionary bonus, subsidized health insurance for employees and dependents, preferred home and motor insurance, a great company culture and work life balance. Compensation will be commensurate with experience and qualifications.