Associate Customer Service Representative, CI

Performs a limited range of customer service activities -- such as obtaining first notice of loss information, responding to inquiries, and/or explaining processing procedures -- to deliver the best possible outcome while meeting or exceeding the customer's expectation. Maintains essential information on all calls received.

Responsibilities:

• Obtains information from customers regarding claims and accidents on some lines (commercial auto, workers' compensation, liability, property, etc.) through a primary intake method (telephone reports, fax and other sources).
• Provides direct guidance and assistance to customers regarding processing procedures and explains how their inquiries will be answered if additional information is requested.
• May schedule appointments for claimant.
• Monitors customer inquiries and/or problems, alerts management to potential problems.
• Refers bodily injury and serious property damage cases to appropriate unit person.
• Transmits reports and messages to branch offices and to state agency as required.
• May act as a liaison between management and customer for routine information and reports requested.
• Prepares reports and/or structures for management from customer information.
• Maintains logs, records and reports as required to ensure accurate information and reporting capabilities for customers.
• Updates information on automated system.

• Describe the minimum level of preparation, training, and experience, as well as any special skills, which are required to competently perform the duties of this job.
• Interpersonal and listening skills to build solid relationships inside and outside the organization.
• Communication skills to perform active listening and exchange accurate information in a responsive, respectful manner.
• Ability to exercise influence and create good outcomes.
• Adaptability to be open-minded and flexible when faced with changes at work.
• Ability to understand, remember and explain claims reporting procedures; and working knowledge of systems and personal computers
• Previous Call Center experience preferred. 
• High school diploma (or equivalent) and a minimum of 1-2 years of customer service or insurance experience preferred.