(Dedicated Account) Claims Service Representative
2 months ago
Company:
ClaimsPro LP
(Dedicated Account) Claims Service Representative (ECS)
- Full-Time, Ontario, Atlantic Canada (Remote)
Role Summary
The key focus of this position is to provide immediate and customer-focused assistance to policy holders who are reporting insurance claims. The CSR must document initial loss details and activities to ensure that the caller’s experience timely and service-oriented disposition of calls.
- Please note that the hours of work are operationally dependent and based on a rotating schedule Sunday to Saturday
- Shifts will be rotating primarily between 7am and 12am
- In order to work from home, you must have high speed internet with both a minimum of 50 mbps download and upload speed
Competencies required to succeed
This role requires someone with high attention to details and enjoys doing things in a systematic way, while at the same time able to effectively deal with a high-pressure work environment and meeting deadlines.
He/she must:
- Be action/results oriented, with ability to take initiative
- Possess strong written and verbal communication skills
- Have mature and friendly disposition in dealing with pressures at work
- Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
- Have intermediate computer skills and ability to learn new computer system
- Professional demeanor and strong customer service & interpersonal skills (pleasant and friendly mannerism; ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization;
- Excellent organizational skills / ability to prioritize / to follow instructions as well as take responsibility for their actions
- Able to work in fast paced, evolving environment
**Responsibilities**:
- Sign into phone queue and answer calls in accordance with client call scripts
- Ensure claims are setup up accurately as per account instructions
- Ensure claims are fully assigned within target timeframe
- Review ECS call report and ensure call has terminated properly and forward accurate and complete call reports as required
- Triage property loss in accordance with severity scale
- Arrange for contractor and vendor assignments
- Arrange for the dispatch of field adjusters or vendor partners when required
- Maintain database of service lapses reference for root cause, report trends and make recommendations to Management
- Complete daily invoicing of client specific invoices
- Achieve and maintain established service level metrics
- Other duties as assigned
Education, knowledge and experience required
- Post-secondary education
- Minimum 3 years previous experience in an administrative/customer service role
- Knowledge of insurance/service industry or related experience preferred
- Strong computer and telephone skills with an aptitude/ability to learn
- Effective communication skills both written and verbal - French is an asset
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