Customer Support Advisor - Financial Services (Remote in Romania)

Role overview

A remote Customer Support Advisor position based in Romania, supporting a benefits administration platform that serves employers, employees, and insurance providers across multiple markets. The role combines frontline customer query handling with operational administration of insurance schemes and policy events. It suits someone who enjoys structured casework, juggling several workstreams, and collaborating with both external partners and internal teams in a scaling environment.

Responsibilities

- Act as the first point of contact for customer queries related to benefits and policies, investigating issues end-to-end and taking ownership of resolution - Liaise with insurers and providers on escalated cases, tracking recurring themes and maintaining clear, high-quality documentation - Set up new employer schemes and coordinate application processing between employers, employees, and insurance providers, keeping CRM and internal systems accurate - Partner with customer success teams and external providers to support annual scheme renewals, refining processes and improving the customer experience along the way - Administer day-to-day policy events such as joiners, leavers, dependent changes, cancellations, and amendments, coordinating handoffs across internal teams and providers - Complete induction and initial training on-site, with quarterly in-person meetings and training sessions thereafter

Requirements

- At least two years of experience in operations or support roles within insurance, financial services, or HR benefits administration - Strong attention to detail with the ability to manage multiple workstreams and work comfortably with complexity - Clear written communication skills and confidence engaging with a range of stakeholders - Demonstrated ability to work independently, taking ownership of important matters with appropriate guidance - Comfort operating in a fast-paced setting with evolving processes and some ambiguity - Full eligibility to work remotely in Romania on a Monday-to-Friday, 9:00 am to 5:30 pm schedule

Nice to have

- Prior exposure to CRM-driven case management and benefits or policy administration workflows - Experience supporting scheme renewals or working alongside customer success functions

Benefits and work setup

- Permanent, full-time contract at 40 hours per week - Fully remote working from Romania - Fixed weekday schedule with no weekend shifts - Quarterly travel for team meetings and training