Customer Experience Rep

Accountabilities

• Acts as first point of contact for customers, agents, and third parties via multiple platforms, including phones and emails.
• Completes claims/billing transactions with minimal guidance.
• Researches, analyzes, and processes daily commercial billing scenarios including but not limited to: billing summaries, waives, document assistance, etc.
• Completes other claim items including but not limited to: first notice of loss claims, policy verifications, TIN verifications, updates to existing claims, etc.
• Collaborates with other departments to ensure claim/billing accuracy.
• Follows Claims/Billing Solutions team metrics and standards to strengthen the Customer Experience unit and provides the best customer experience we can as the first point of contact.
• Provides correspondence between departments and customers to achieve resolution to customer questions.
• Aids agents in navigation and defect management in policy administration systems.
• Aids insureds in navigating account portals.
• Assists with special projects involving billing and policy related items.
• Performs other related duties as assigned.

Qualifications

• A High School Diploma or equivalent education is required.
• One to two years of customer service experience in the insurance industry, or equivalent combination of education and/or experience.
• A basic understanding of Microsoft products (Word, Excel, Outlook).
• Insurance knowledge or relevant work history beneficial.
• Exceptional customer service orientation; ability to build and foster strong working relationships with Commercial personnel at all levels.
• Familiar with common insurance concepts, practices and procedures.
• Demonstrated strong written and verbal communication skills, including the ability to handle difficult customer situations.
• Attention to detail and organizational skills.
• Ability to complete training program, including effective partnership with a peer trainer and understanding of training materials.
• Ability to follow department policies and guidelines, including aux (non-available) time, and additional SLA’s (service level agreements) as set by Customer Experience Management.