Customer Service representative

Client Services Representative

Under moderate supervision, provides excellent customer service with timely and accurate information and service to policyholders, 3PCs and agents when filing a claim. May independently solve problems of limited scope and complexity. Performs in a fast-paced, high-production, high-volume environment that focuses heavily on customer service. Work is driven primarily by inbound calls and communications.

Job Responsibilities

Help customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast paced call center environment. This is done by conveying a calm, caring attitude, and providing best in class service during the First Notice of Loss process(the initial report made following a loss, theft or damage to an insured asset), updating customer information, resolving claim inquires on payment status, utilizing available tools to communicate with adjusters to help resolve claims questions.

Provides first call resolution for aligned work and routes customers to the appropriate party to resolve inquiries not conducted by team.

Utilize out-of-the-box, creative thinking to resolve a wide variety of claims challenges and customer issues

Maintain accurate data in appropriate systems to reflect account activity. Tracks and captures information and data per department guidelines.

Adhere to standard operating procedures and consistently utilizes resources provided.

Stay updated and properly executes upon new workflows and processes.

Uphold our customer care standards by achieving individual goals on average handle time, after call work, quality, adherence, Appraisals at FNOL, ILTR, NPS and reliability.

- HS or GED equivalent is required