Customer Service Claims Representative, Unlicensed

Role Overview

• Documents First Notice of Loss by obtaining relevant information for effective claim investigation
• Sets up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation
• Creates loss reports, states, or verifies coverage as appropriate, and initiates the most effective method of damage assessment to assign for file handling
• Assists with questions regarding the claims process and sets expectations for next steps to help ensure claims are effectively resolved and accurately documented
• Effectively resolves status inquiries and, when necessary, routes to handling adjuster
• Effectively operates in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels
• Applies strong time management skills by closely adhering to assigned work schedule
• Applies strong call management skills by assisting members within a timely manner and limiting non-productive time
• Embraces continuous improvement and development through coaching and collaboration with manager and team members
• Supports workload surges and catastrophe (CAT) response operations as needed, including mandatory on-call dates and potential evening, weekend, and/or holiday work outside normal work hours
• May assign or initiate emergency services when required on specific claims
• May be assigned CAT deployment travel with minimal notice during designated CATs
• Works various types of claims loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Requirements

• High School Diploma or GED
• Up to 1 year of customer service or military experience
• Active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically
• Ability to prioritize and multi-task, including navigating through multiple business applications
• Interpersonal skills and ability to collaborate effectively in a fast-paced team environment
• Successful completion of a job-related assessment may be required
• May require acquisition and maintenance of insurance adjuster license within 90 days and 3 attempts as required by work assignment

Benefits

• comprehensive medical, dental and vision plans
• 401(k)
• pension
• life insurance
• parental benefits
• adoption assistance
• paid time off program with paid holidays plus 16 paid volunteer hours
• various wellness programs
• career path planning and continuing education