Claims Customer Care Representative

Under general supervision, perform a full range of customer service functions to support the caller needs of the Personal Insurance Water Mitigation Unit and provide claims administration and support. Performs in a fast-paced, high-production, high-volume environment that focuses heavily on internal and external customer satisfaction. Work is driven primarily by phone calls, document administration, file documentation and claims activity management.

Responsibilities:

• Provides efficient customer service by promptly and courteously responding to all phone inquiries regarding Personal Insurance claims.
• Performs initial capture of water damage mitigation efforts from vendors and performs enhanced capture steps as needed. Handles status calls and aids on pending claims through effective collaboration with internal and external partners.
• May receive daily claim assignments and process claims administrative tasks. Supports a Claims Restoration Specialist by effectively managing an inventory of activities, phone call handling and document follow up.
• Demonstrates understanding of policies and provides guidance and assistance to callers based on their needs, as well as deductible impacts and loss implications, and may make limited recommendations on the mitigation process as needed.
• Processes caller transactions and responds to email communications accurately and within established Water Mitigation Unit standards. Manages and utilizes time effectively to ensure productivity and quality standards are met.
• Efficiently utilizes on-line reference materials to provide accurate and timely information and counsel to vendors. Effectively operates systems and applications including computer desktop and various Microsoft programs including Word, Outlook and Excel. Demonstrates subject matter expertise and continuously builds product, procedural and technical systems knowledge. Completes licensing and continuing education requirements as required.
• Assists with departmental training and communication as needed. May assist with quality reviews and opening and/or closing duties. Supports and assists with office and or department projects and programs.
• Process non-complex claim payments of up to $5,000 and expense payments of up to $500 as directed by Management.

• High School degree or equivalent training or experience in a business related field, or a minimum of 2 years related work experience is required.
• Customer Service experience required.
• Ability to review record and organize written data from a variety of sources required.
• Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment, are required.
• Ability to handle confidential and proprietary information is required.
• Proficiency with computers is mandatory.
• Knowledge of Microsoft Word, Excel, Outlook and keyboard shortcuts is desired.
• Must be able to type a minimum of 25 WPM.
• Appropriate licenses upon hiring/training, along with a passing score on required Proficiency Assessments is required.