Claims Svc Rep.

Claims Service Representative

As a Claims Service Representative, you will play a vital role in The Hanover's success by helping our customers when they are in need. You will be the first point of contact a customer has when they experience an unexpected loss to their vehicle, home or business. In that critical moment, you represent The Hanover brand in your ability to respond with empathy so our customers can get back on the road, back in their home and/or back in business as easily as possible. Guided by your manager, you will provide general assistance to agents, insureds, and claimants, matching their needs with our services using provided scripts to assist you in serving our customers.

What's in it For You?

Career Development: Average 4-6 month temp to hire employment; robust training and development, on-the-job experiences, personalized coaching and ongoing mentorship. Must meet metrics for conversion eligibility.

Flexible Schedule: Training schedule is Monday- Friday 8:30 AM - 5:00 PM. Post Training - Monday-Friday 8:00am-4:30pm OR 9:00 AM - 5:30 PM and shared responsibility of Saturday rotation from 8:30 - 5:00 pm (Two Saturdays per month rotation) Two days per week in-office (Tuesday/Wednesday) before and after training.

Benefits: Yes, Randstad offers major medical insurance, dental, vision, and 401k

Responsibilities

Respond to electronically and phone submitted claim losses and first notice of loss calls from claimants, insureds and other parties

Respond to calls on established claims in a polite, professional and empathetic manner and determine appropriate course of action

Perform rental reservation, appraisal assignments, Express Claim shops, Towing and water mitigation activities

Utilize established scripts, transcribes personal or commercial loss damage, or injury information into the company's network generating an electronic claim file

Applies basic communication skills to interpret caller's inquiries and offers available options

Utilizes established workflows to initiate claim activities as required

Recognizes coverages, claim processing requirements and related claims systems

Learns to identify claims and takes appropriate actions

Contacts vendor to establish language services for language interpretation and translation

Skills and Experience

Associate's degree or working towards your associate's degree is strongly preferred

Typically 1 -3 years of experience in the service, financial or hospitality industry preferred

Six months to one year of call center and/or office experience required

Troubleshooting experience desired

Self-starter

Has an energetic, positive and professional attitude

Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products (Word/Excel, Outlook, SharePoint, Teams); Independent use of provided resources

Excellent written and verbal communication skills

Seeks to collaborate and promotes inclusion and respect

Dedicated to meeting the expectations and requirements of internal and external customers

Understands the importance of teamwork and developing and maintaining cooperative relationships

Exhibits service behaviors that include empathy and patience when communicating with customers. Ability to deal with conflict effectively

Disciplined to follow scripts, while showing initiative to seek additional information as needed

Demonstrates attention to detail

Agile and adapts to new, different, or changing situations, requirements, or priorities

Shares knowledge, skills, and expertise with others; collaborates with others

Ability to meet and/or exceed established goals within set training timeline

Physical Demands & Work Environment

Ability to use a personal computer, call center phone and other standard office equipment

Ability to sit and/or stand for extended periods (75%-90%)

Able to perform in a dynamic/fast paced work environment