Combined Insurance Customer Solutions Representative in United States
BASIC FUNCTION OF THE JOB:
To deliver superior customer service through phone interaction with agents and customers. Providing status updates and pertinent information to customers and agents, by phone, seeking assistance.
*MAJOR DUTIES/RESPONSIBILITIES OF THE JOB: *
- Maintaining Call quality score of 90% or greater by adhering to best practice
- Handling inquiry calls timely and efficiently; maintain an average speed of answer of 25 seconds or less.
- Assisting customers and agents regarding their inquiry calls; reviewing all claim systems and data repositories to ensure a first call resolution.
- Discussing policy limits with customers and providing language on coverage request (e.g. reading the policy, verbatim)
- Cross trained in FNOL setups and electronic processing for business continuity; maintaining payment authority to assist with One Touch adjudication in the event business continuity is required
- Promptly report service and/or system problems to the supervisor to ensure service levels to our customers and business partners are not adversely impacted.
- Participate in ongoing development activities to keep abreast of the skills and competencies necessary to exceed the needs of our customers.
- Support an environment of continuous improvement by offering ideas and suggestions to improve the service level provided to our customers as well as improve workflow issues.
- Maintaining Adjuster licenses through Continuous Education
- Ability to work extended hours and weekends (if necessary) to assist during Natural Disasters and Catastrophic events.
KNOWLEDGE AND SKILLS:
Handle multiple tasks simultaneously
Excellent verbal and written communications and interpersonal skills
Effectively work in a team environment
Ability to meet or exceed established Performance Standards
Understanding of agency, insured, claimant and insurer relationships
Effective time management and organizational skills
Thorough understanding and knowledge of ClaimVision, iClaims, IMS, Claim Care, Claim Connect, and Abiz menu
Title: Customer Solutions Representative
Requisition ID: 334769