Claims Customer Service Representative

Claims Customer Service Representative

The Claims Customer Service Representative serves as the liaison between a company and its clients, addressing customer concerns and providing clear guidance on company processes. This role requires interaction with the agency force and clients to provide information and answer questions about services and procedures related to claims. The inquiries come primarily from inbound telephone calls.

Essential Job Functions

• Handle high call volume
• Answer questions about products, services, and processing procedures
• Note details of all calls and/or transactions on the claim file.
• Utilize our internal claims system to record, track and monitor insurance claims.
• Resolve customer grievances
• Respond to all inbound consumer and agent calls and written correspondences in a timely and professional manner
• Manage and utilize time effectively to ensure the department meets the required service levels for improved customer satisfaction results
• Adhere to the policies and procedures of the employee handbook
• Perform other duties as assigned
• Follow training and guidance from management to plan and achieve goals.

Required Knowledge, Skills & Ability

• Reliable and consistent adherence to attendance policies
• Excellent communication and interpersonal skills
• Ability to accomplish daily goals and meet performance targets
• Ability to manage multiple tasks simultaneously
• Ability to operate in various software programs simultaneously
• Meet and exceed call quality expectations
• Proficient in Microsoft Office including Word, Power Point and Excel
• Must be able to pass a background check to acquire the Florida 6-20 Insurance License.
• Ability to work independently and as part of a team.
• Attention to detail and accuracy.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time, and the employee is expected to perform such other duties as may be assigned.

Employment may necessitate extended working hours in the aftermath of high-volume or catastrophic events. Such events may include, but are not limited to, hurricanes, tropical storms, or other significant weather occurrences.

Benefit Highlights

• Industry leading medical, dental and vision insurance plan
• 401(k) Retirement Plan with a company match of 100% on up to 5% of compensation (match is fully-vested immediately)
• Generous PTO policy
• Eligible for performance based bonuses