Client Communications Specialist
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Job Description
Client Communications Specialist serving as a point of contact for client inquiries. Ensuring timely communication and documentation for ISI Claims' international case management.
Responsibilities:
- Respond to inbound client emails and phone calls in a timely, professional manner
- Acknowledge requests, gather required details, and confirm receipt with clients
- Use approved templates and scripts to ensure consistent messaging
- Escalate non-standard, urgent, or unclear requests according to defined protocols
- Log all client communications accurately in GRS, JIRA, or designated systems
- Document call outcomes, follow-ups, and required next steps
- Route client requests to the correct department or regional team
- Monitor responses and follow up when internal deadlines are missed
- Communicate status updates to clients when appropriate and approved
- Verify accuracy of outgoing correspondence before release
- Follow escalation and approval requirements for sensitive or high-risk communications
- Adhere strictly to communication, confidentiality, and documentation standards
- Support inbox coverage across assigned shifts
- Assist with backfill coverage during peak periods or absences
- Communicate handoffs clearly across shifts and time zones
Requirements:
- High school diploma or equivalent (Bachelor’s preferred but not required)
- Strong written and verbal communication skills
- Excellent reading comprehension and attention to detail
- Comfort speaking with clients by phone and email
- Ability to follow structured processes and escalation guidelines
- Professional demeanor and sound judgment around when to escalate
- Basic proficiency with email, ticketing systems, and documentation tools
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