Provide excellent service displaying empathy to callers regarding claims for multiple lines of business
Expedite the claims process and provide detailed claim notes on all calls
Resolve issues with one call/one person response
Direct calls to appropriate escalation path as needed
Act as primary liaison with callers from multiple client accounts within a shared services environment
Follow specifications in assisting with questions and solving problems related to the claims application and servicing processes
Perform claim intake and full-service customer support within regulatory requirements, company, and client expectations at all times
Educate and inform the customer about documentation required to file/process a claim
Educate claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner
Enter verbal and written claim information that meets both the internal and external customer’s requirements accurately into the appropriate system
Direct customer calls to the appropriate contact at multiple locations or escalate to Service Center Specialist/management as needed.

High school diploma or GED required
One (1) year customer service experience or equivalent combination of education and experience required
Inbound call center experience preferred
Excellent verbal and written communication skills
PC literate, including Microsoft Office products, Windows environment
Must meet minimum typing requirements
Strong organizational skills
Good interpersonal skills
Ability to multi task in fast paced environment
Ability to support multiple clients across communication channels and utilize multiple systems simultaneously
Ability to work in a team environment and/or independently
Ability to meet or exceed Performance Competencies
Ability to meet all attendance expectations.

Career Starter

Key skills