Engagement Center Representative

About the role

The Engagement Center Representative provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions for Workers’ Compensation, Commercial and Personal Lines insurance. The role is based in Charleston, West Virginia office with option to work in-office, hybrid, or remote after training.

Responsibilities

• Provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions
• Analyzes information received from the customer, triages facts to determine what is being requested, and determines what action is to be taken
• Interact with other associates across the organization to answer questions, provide support or assist in problem resolution for customers and agents
• Creates certificates of insurance for policyholders
• Enters or updates specific claim, policy and/or customer data into computer system
• Researches medical bill coding issues or pharmacy related issues
• Provide support to customers and agents while using the Encova Edge Portal
• Take payments from customers or assists customers with online payment portal
• Other Functions As Needed

Requirements

• High school diploma or equivalent required
• One year of previous full-time experience in customer service preferred
• Insurance experience within multi-line industry preferred

Skills

• Ability to provide excellent customer service to both external and internal customers
• Ability to work as a team member and perform based on established standards and expectations
• Ability to multi-task
• Detail-oriented
• Excellent written and oral communication skills
• Experience with Microsoft Products
• Utilize critical thinking skills
• Ability to work proficiently in multiple systems
• Ability to consistently exercise sound judgment
• Ability to effectively analyze and apply information

Benefits

• Health, Dental & Vision Insurance
• Company-provided life and income protection plans
• Eligibility to participate in a company incentive bonus program
• 401(k) Retirement Plan - 100% company match up to 7% on annual salary
• Paid Time Off, Paid Holidays, and Floating Holidays
• Flexible Work Arrangements - Hybrid and remote depending on the role

Pay

Salary range: $35,037.00 - $56,059.00 annually + bonus + benefits. Pay Type: Hourly.

Schedule

Based in Charleston, West Virginia office; after training, option to work in-office, hybrid, or remote.