Customer Relations Representative-Claims

Job Description:

An Insurance Claims Agent is responsible for taking calls and processing claim forms in a multi-carrier and multi-product environment. The agent is expected to provide prompt, accurate assistance to all insureds and third party contacts to support the filing of an insurance claim. Agents have superior listening skills as well as organizational and multi-tasking abilities. Agents are empathetic and patient but also efficient in gathering information. Claims agents are expected to drive performance by exceeding quality requirements. In addition to exceeding performance goals, Claims Agents must maintain product knowledge and stay up to date on contact center procedures.

 Responsibilities:

  • Assist frontline contact center agents with questions regarding the claims processes
  • Assist insureds and claimants with questions, provide clear instructions on completing claim forms, and provide general timeframes for claim submissions
  • Make outgoing calls as needed to provide responses to insureds and claimants
  • Generate, approve, and manually assemble accurate claim packets for insureds and claimants
  • Update systems to document calls
  • Other duties as assigned

Requirements:

  • High school diploma required
  • Contact Center Agent experience preferred; Claims experience preferred
  • Maintain a high quality work standard
  • Demonstrate ability to meet/exceed department quality goals
  • Show self-motivation and desire to develop additional skills, as appropriate
  • Maintain strong organizational skills and be detail oriented
  • Demonstrate excellent verbal and written communication skills
  • Demonstrate excellent attendance record in prior work experience
  • Maintain flexibility and be adaptable to change
  • MS Office experience required
  • AS400 experience a plus