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.

 

Responsibilities:
  • 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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