NOL Customer Service Representative

Travel Insured International, a Crum & Forster company, is a travel insurance provider offering travel protection plans to consumers and agency partners. The NOL Customer Service Representative provides phone coverage for Notice of Loss intake, sets up initial claims, maintains customer interaction records, answers routine claim inquiries, and updates claims systems while delivering an outstanding customer experience.

Responsibilities:

• Provide Daily phone coverage for the Notice of Loss 800 number while adhering to scripts and best practices related to all customer interactions
• Assist customers by setting up claim first notices
• Keep accurate records of all customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken
• Provide accurate and timely answers to routine claim inquiries and update claims in the appropriate claim system while following standard call flows
• Serve as a customer advocate in all interactions to provide an outstanding customer experience
• Perform other related duties as needed to fulfill job and unit needs
• Embrace and practice Pete’s Principles

Requirements:

• Knowledge of principles and processes for providing quality customer service. This includes assessing customer needs, meeting quality standards for services and evaluating customer satisfaction
• Strong active listening skills demonstrated by giving full attention to what other people are saying
• Ability to communicate information verbally and in writing so that others will understand the message being conveyed
• Demonstrated great teamwork skills: willingness to help others, adaptability to team goals, building and leveraging relationships, capable of training others
• Demonstrated knowledge of and familiarity with Microsoft Office software
• High School Degree or GED required
• One to two years of prior customer service experience preferred
• Familiarity with claims, imaging and workflow systems is a plus