Customer Service Representative

Job Title

Primarily responsible for providing first-level support and directory assistance to Arch external and internal customers. Responds to claims calls and correspondence from brokers, insured and non-insured claimants and vendors.

Responsibilities

• Adheres to World Class Customer Service Standards and documents all customer interactions in the call center management technology application.
• Performs necessary duties to resolve or satisfy all first-level inquiries or advance to supervisory level where applicable.
• Manages individual workflow, productivity and quality to meet and exceed team/individual goals and service level agreements.
• Communicates changes in processes, aiding in the creation and maintenance of job aids to ensure consistency/accuracy in workflows.
• Addresses claims intake related questions and appropriate routing of escalations to Management to include but not limited to, delayed policy availability within claims systems, policy/insured identification/routing, and rush requests
• Responsible for accurate and timely setup/routing of incoming FNOLs, preparation and routing of acknowledgement letters, merging of files, procurement of binders and/or policies and setup of oversight files.
• Utilizes research tools to identify and distribute unidentifiable mail that is received electronically.
• Provides back-up to the Document Indexers for unidentified mail/correspondence and download documents.
• Engages and Participates in the Arch Experience values and continuous improvement initiatives
• As identified by the Customer Solution Center process, intercedes for the customer to assure they are "warm transferred" to the proper Arch internal or third-party resource that handles their business request or questions to meet or exceed their expectations, and follows up to ensure their satisfaction.
• Responsible for responding to incoming phone calls and correspondence (in electronic and paper format).

Education and Experience

• High School graduate or equivalent; some college or insurance related education preferred.
• 2 to 3 Plus years of experience in Customer Service
• Excellent verbal/written communications
• Excellent Customer Service skills
• Strong interpersonal skills
• Demonstrated team behavior; willingness to help
• Excellent PC skills and knowledge of Microsoft suite
• Analytical problem-solving skills
• Routing and managing electronic documents in an imaging system
• Position is hybrid and requires (3) days in office
• Bilingual preferred
• Flexibility and adaptability in team settings

Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more.