Customer Service Representative - Claims

Customer Service Representative - Claims

To provide day-to-day service and support to new and existing clients such that objectives for profitability and growth are met.

Job Duties and Responsibilities (Essential Job Functions)

• Support sales programs and long-term objectives to enhance business strategy and achieve goals relative to profitability, cost control and organizational effectiveness. (30-40%)
• Research and answer calls regarding claims from clients, underwriters and third parties.
• Advise clients regarding insurance coverage and risk management issues.
• Process policy changes and cancellations.
• Handle claims and payment questions.
• Foster and maintain good working relationships with insurance companies and underwriters.
• Serve as the first point of contact for policyholders reporting a claim. Procedures will be created regarding how to transfer claim calls / emails. etc.
• Investigate, evaluate, and process personal lines claims in accordance with policy coverage and company guidelines. (30-40%)
• Coordinate with adjusters, repair facilities, and other third parties to facilitate claim resolution.
• Guide customers through the claims process with empathy and professionalism.
• Maintain accurate and thorough documentation of all claim activities.
• Communicate claim status updates to policyholders and internal stakeholders.
• Report immediately any circumstances that may lead to potential or actual HomeServices errors and omissions claim and/or any DOI (Dept. of Ins.) or related complaints to the department manager. (0-5%)
• Perform any additional responsibilities as requested or assigned. (0-5%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers, and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

• Education: High School Diploma or equivalent work experience and knowledge.
• Experience: Two years successful servicing experience with independent agency (or equivalent).
• Knowledge and Skills: Working knowledge of insurance agency operations, claims handling, coverages, rates, markets, and applicable insurance laws/codes. Thorough knowledge of all personal lines insurance products especially those represented through HomeServices Insurance. Excellent analytical, problem-solving, and decision-making skills. Excellent oral, written, and interpersonal communication skills. Proven automation, time management, and organizational skills. Familiarity with risk assessment and risk management techniques.
• Other (licenses, certifications, schedule flexibility/OT, travel, etc.): Property and Casualty License

Wage: $23.50 - $28.70 hourly; actual wage is based upon education and experience. Potential for formulary incentive plan, based on financial results.

Benefits: Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP)

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.