Customer Service/Call Center

Clearwater, FL

Posted: 01/29/2018 Industry: Insurance - Customer Service/Call Center Job Number: 2439

Job Description

Assigns incoming claims to the appropriate claims representative based on established protocols.   Provides administrative and clerical including data entry, and mail processing support to the Claim Representatives.


  • Provides primary support to Claim Inquiry telephone calls and backs up Customer Service call center.
  • Reviews incoming claims and assigns to the designated representative and/or independent adjusting firms as required based on established protocols.
  • Receives and distributes incoming mail and processes the outgoing mail, including attaching all documents (letters, invoices) submitted by the claim representatives to the requested check.
  • Accurately and thoroughly maintains the Claim assignment spread sheet with all claims assignments.
  • Assists with the collection and updates of all claim documentation.
  • Keeps Manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority and expertise to Manager for direction.
  • Provides updates and responds to inquiries and requests for information from management and staff as requested.
  • Provides administrative and clerical support (filing, answering phone calls, scanning, etc.)
  • Communicates with co-workers, management, clients, vendors, and others in a courteous and professional manner.
  • Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated CATs.
  • Participates in special projects as assigned.
  • Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.

Job Requirements

  • High School Diploma or equivalent is required; Associate’s Degree preferred.  A combination of education and significant directly related experience may be considered in lieu of degree.
  • One year experience in Claims or Customer Service area; in the property and casualty segment preferred.
  • Ability to proofread documents for correctness, responds to inquiries, and is able to operate standard office equipment.
  • Ability to empathize with, actively listen to, and deal sensitively and professionally with customers, many of whom are experiencing the stress of a claim situation.
  • Proficiency with Microsoft Office products required; internet research tools preferred.
  • Demonstrated customer service focus / superior customer service skills.
  • Bilingual is a plus
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