Customer Service Executive – Medical Insurance

About the role

The Customer Service Executive will be the main point of contact for policyholders, ensuring high‑quality support across all communication channels. You will work closely with internal teams to process medical authorizations, serve VIP clients, and maintain strict performance standards.

Key responsibilities

• Guarantee compliance with Service Level Agreements (SLA) and Key Performance Indicators (KPI) for each channel.
• Execute multichannel operational protocols, delivering consistent and accurate information.
• Apply internal procedures, manuals, and regulations to ensure traceability and quality of service.
• Receive, analyse, validate and follow up on medical authorization requests in line with clinical and administrative guidelines.
• Provide differentiated, confidential service to VIP policyholders.
• Handle client inquiries, complaints and requests, escalating when necessary and ensuring case closure.

Required profile

• High‑school diploma (Bachiller en Educación Media) or equivalent.
• University studies in medical, administration, quality or related fields.
• Minimum 3 years experience in the insurance sector.
• Proven ability to work in a fast‑paced, high‑pressure environment and to organise work flexibly.
• Intermediate proficiency in Microsoft Office.

Required skills

• Microsoft Office (intermediate)