BASIC FUNCTION OF THE JOB: As a member of the Call Center team, this position is primarily responsible for gathering first notice of loss information received via phone, fax or mail and responding to inquiries relating to policy, claim status and branch information. MAJOR DUTIES/RESPONSIBILITIES OF THE JOB: • Promptly and courteously answer all calls received via the 1-800 # from insureds, claimants, and agents. Gather loss information in a timely manner and complete out bound calls as necessary to properly complete the FNOL entry process. • Accurately enter complex first notice of loss information into the electronic Call Center application, identifying those claims which require immediate adjuster or supervisor attention. • Respond to status and inquiry calls from customers regarding policy and limited coverage information. Appropriately transfer calls without inconveniencing the customer. Effectively uses Claim Workstation notes to answer advanced customer inquiries and document call situations. • Recognize, prioritize and escalate severe claims according to escalation guidelines. Identify dedicated accounts and/or respond to accounts containing special handling instructions. • Actively report trends, service and/or system problems to the work leader or supervisor to ensure service levels to our customers and business partners. • Collaborate with team members and participate in new hire training and mentoring to meet/exceed customer satisfaction and service. Participate in ongoing development activities to keep abreast of the skills and competencies necessary to exceed the needs of our customers. • Implements new workflows and assumes responsibility for new customer service procedures and projects. • 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. • Efficiently researches department mail to determine appropriate action and complete items in “needs more work queue” as assigned. KNOWLEDGE AND SKILLS: 1. Advanced PC and keyboard navigation skills, including knowledge of Windows operation environment and Lotus Notes 2. Advanced knowledge of Call Center systems. 3. Demonstrated ability to exceed ACD and call center service metrics. 4. Strong customer service – (telephone handling skills, grammar, verbal, interpersonal skills and time management) 5. Effectively work in a team environment 6. Demonstrated ability to process complex Call Center job functions and workflows 7. Demonstrated ability to process high volume transactions in a call center environment. EDUCATION AND EXPERIENCE: 1. Minimum two years Call Center experience preferred. 2. Three to five years customer service experience preferred. 3. College degree a plus.
privacy and protection,
when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder
Terms and Conditions
for use of our website. To use our website, you must agree with the
Terms and Conditions
and both meet and comply with their provisions.