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Claims Resolution Expert
2 months ago
The Claims Service Representative is a key role within the WCB Manitoba organization, responsible for providing exceptional customer service and resolving claims-related inquiries in a timely and efficient manner.
Key Responsibilities:- Respond to and resolve claim-related telephone inquiries from workers, employers, and other stakeholders in a professional and courteous manner.
- Utilize effective listening and questioning techniques to determine customer needs and provide solutions that meet organizational standards and objectives.
- Manage claim files, input data, search the database, and verify information to ensure accurate and timely resolution of claims.
- Communicate decisions to affected parties and refer complex or unusual claims to Adjudicators or Case Managers as necessary.
- Provide coverage at the main reception desk and perform other related duties as assigned.
- Completion of a two-year diploma in a related discipline (Business Administration) or equivalent experience.
- Minimum two years' experience interpreting and applying processes and procedures to manage and resolve customer inquiries/concerns.
- Typing speed of 35 (error rate less than 5%).
- Knowledge of customer service principles and practices.
- Proficiency in the use of personal computers and software in a Windows environment.
- Excellent customer service skills, including the ability to manage potentially confrontational situations with tact and diplomacy.
- Well-developed verbal and written communication skills to deal with internal and external stakeholders.
WCB Manitoba is committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, LGBTTSQ+ persons, and members of other equity-seeking groups. We recognize that individuals may face barriers that hinder their full and equal participation in the workplace and are committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace.
