Claims Customer Solution Representative, Travel

Claims Customer Solution Representative

A strategic and trusted insurance partner, Berkshire Hathaway Specialty Insurance (BHSI), provides a broad range of commercial property, casualty and specialty insurance coverages and outstanding service to customers and brokers around the world. Part of Berkshire Hathaway's insurance operations, we bring our solutions to market with our stellar brand name, top-rated balance sheet, and the expertise of our global team of professionals, who exude excellent capabilities and strong character.

We are a values-based organization where respect, integrity, excellence, collaboration, and passion define who we are and how we do business. We value diversity of backgrounds, experience, and perspectives and strive to foster an inclusive environment that enables all our team members to bring their best selves to work. We are one team committed to building a culture where every teammate has the opportunity to contribute and be recognized. Want to be part of the team building the finest property, casualty and specialty lines insurance company in the world?

Learn more about our unique culture and history.

BHSI has an exciting opportunity for a Claims Customer Solution Representative on our Travel Claims team. The primary responsibilities of the role are to facilitate customer inquiries via phone calls and email and to create claims for various types of travel insurance clients. Additional responsibilities could include processing claims for other commercial insurance lines of business, processing claims financial transactions, and other types of claims support.

The position plays a visible and interactive role with claims technical examiners, business partners and external customers. It requires a strong level of attention to detail, commitment to customer service and quality, and requires strong oral and written communication skills. We value the ability to understand customer needs, to empathize, and to assess and communicate a path for resolution. Reliability and team collaboration are also keys to success at BHSI.

Our organization is growing. It is important to be flexible and prepared for potential frequent changes as processes continue to mature. We encourage input and contribution to the efficiencies and advancement of the team processes and provide development and experiences for career growth opportunities.

The essential job functions for the role include:

• Answer, actively listen and appropriately respond to customer calls for various travel insurance claims, providing high level customer service excellence
• Focus on handling incoming calls and creating newly reported claims within established guidelines and quality requirements
• Understand key concepts of travel insurance and customer quality requirements for customer calls, reported claims and other related activities
• Contribute to department efficiencies by providing input from learned procedures and interactions with team
• Learn and utilize technology for work processing in an evolving environment

Our office is in the Sandy Springs/Dunwoody area of metro Atlanta. The candidate should reside in the Atlanta area and be within commuting distance of our office. The working hours are 11 a.m. to 8 p.m. Eastern Standard Time.

Duties & Responsibilities:

• Manage inbound and outbound calls and communications in a timely manner
• Implement acquired insurance products knowledge, process guidelines, and procedures to create a 'Wow Factor' for customers
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Maintain records as defined in process and training requirements
• Understand personal and team qualitative and quantitative targets designed to deliver optimum customer service
• Perform other claim support tasks required to meet both internal and external customer service requirements. This may include responsibilities such as other data capture, reporting and research functions.
• Contribute to feedback and communications that enhance customer experience and that endorse the Berkshire Hathaway Specialty Insurance brand

Qualifications, Skills and Experience:

• Previous customer contact center and/or high customer service experience preferred
• Ability to learn and understand insurance policy and claim concepts
• Ability to think and act appropriately to immediate situations at hand
• Strong problem-solving skills
• Demonstrated integrity, passion for excellence, collaboration across functions
• Strong verbal and written communication skills, soft skills, active listening and the ability to interact professionally with external customers and internal teams
• Customer focus and adaptability to varying personality types and situations
• Strong attention to detail
• Quick learner, flexible and adaptable to changing environment
• Ability and willingness to work as a team player in a collaborative environment
• Strong organization and time management skills; ability to prioritize and manage multiple activities in tandem
• Strong interpersonal skills; ability to share within a participative, cohesive team environment
• Proficient working knowledge of Microsoft Office products, including MS Word, Excel and Outlook
• Bilingual language skills a plus
• Prior claims experience a plus

BHSI Offers:

• A competitive package and exciting growth opportunities for career-oriented teammates.
• A dynamic, action oriented, and thoughtful environment centered on always doing the right thing for our customers, teammates, and our other stakeholders.
• A purposely non-bureaucratic organization that embraces simplicity over complexity and emphasizes individual excellence in a team framework.
• Benefits that support your life and well-being, which include:
• Comprehensive Health, Dental and Vision benefits
• Disability Insurance (both short-term and long-term)
• Life Insurance (for you and your family)
• Accidental Death & Dismemberment Insurance (for you and your family)
• Flexible Spending Accounts
• Health Reimbursement Account
• Employee Assistance Program
• Retirement Savings 401(k) Plan with Company Match
• Generous holiday and Paid Time Off
• Tuition Reimbursement
• Paid Parental Leave

The base salary range for this position is $45,000 to $50,000, along with annual bonus eligibility. Total compensation for a candidate is determined by their relevant skills, location, and experience. We value our teammates, both their capabilities and character as demonstrated by our amazing culture.

NOTE: Compensation will be commensurate with experience. This job description is not intended to be all-inclusive. Team Member may perform other related duties as negotiated to meet the ongoing needs of the organization.