Claims Member Experience Specialist (Remote)

at  Wawanesa Insurance

Date: Apr 5, 2024
Location: Remote - US, US Salt Lake City, UT, US, 84105 Tucson, AZ, US, 85641 Yakima, WA, US, 98901 TX, US, 78006 El Paso, TX, US, 79900 San Diego, CA, US, 92108 Austin, TX, US, 73301 Phoenix, AZ, US, 85001 Spokane, WA, US, 99201 Dallas, TX, US, 75201 Hybrid - Canada, CA Orange County, CA, US, 92859 Keller, TX, US, 76248 Los Angeles, CA, US, 90001 Las Vegas, NV, US, 89107 Denver, CO, US, 80123 Sacramento, CA, US, 95652 Fort Collins, CO, US, 80526 West Linn, OR, US, 97068 Colorado Springs, CO, US, 80901
Company: Wawanesa Insurance
Job ID: 7852

QUALIFICATIONS

• At least 5 years Property and Casualty industry experience. Additional experience as a member experience specialist, or similar customer support role preferred
• A bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred
• Extensive experience in gathering and interpreting member experience information
• Robust knowledge of online customer engagement platforms and channels
• Proficiency in MS Office, as well as CX and CRM software, such as InMoment
• Exceptional interpersonal skills and member-centered approach
• Great organizational and time management abilities
• Superb communication, collaboration, and problem-solving skillsExcellent presentation skills

WE’RE PROUD TO GIVE OUR EMPLOYEES THE FLEXIBILITY TO CHOOSE HOW AND WHERE THEY WANT TO WORK. IN THIS ROLE, YOU WILL DECIDE WHETHER YOUR PREFERENCE IS TO WORK FROM HOME (REMOTE), WORK FROM THE OFFICE OR A HYBRID OF TIME SPENT AT BOTH. YOU MAY LIVE AND WORK IN ANY STATE WHERE WAWANESA CURRENTLY OPERATES IN THE U.S. YOU MAY LIVE AND WORK IN ANY STATE WHERE WAWANESA CURRENTLY OPERATES IN THE U.S. OR A STATE THE COMPANY HAS THE ABILITY TO RUN PAYROLL. PLEASE CHECK WITH THE RECRUITER TO DETERMINE IF YOUR REMOTE WORK LOCATION IS ALLOWED.

Wawanesa Insurance offers property and casualty insurance in California and Oregon. We’ve been serving our members since 1975 when The Wawanesa Mutual Insurance Company of Canada obtained a license to sell insurance in California.
We are delighted to share that Wawanesa Insurance is now a subsidiary of the Auto Club of Southern California (AAA). AAA has a rich history of serving customers since 1900. AAA has continually anticipated the needs of those who count on them and provides unique new services, expanding to offer membership, insurance, travel, discounts, financial, and automotive services to more than 17 million members. All of this means an abundance of opportunities to learn, grow, and advance throughout our thriving organization. Wawanesa Insurance is thrilled to join forces with a company that shares our passion for member-centric service and will operate as a subsidiary of AAA.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team. Because we are almost entirely remote and we want our teammates to feel connected to each other and our members, we expect cameras to be on and that you be visible during team meetings, trainings, one-on-ones and other internal meetings.

JOB RESPONSIBILITIES

• Analyzes Claims Net Promoter Score (NPS) and additional reporting, identifying trends/patterns, and distilling into actionable strategic insight that drive improvements in customer satisfaction, reducing member complaints and driving a stronger member experience
• Manages all complaints and maintains Wawanesa’s social media channels to triage ratings and reviews, provide timely responses and solutions to enhance our online reputation
• Develops and enhances productive business relationships by liaising with internal and external stakeholders
• Defines activities in review and action planning sessions with various internal groups to address issues and opportunities identified through Claims NPS and other reporting
• Develops and contributes towards the configuration and implementation of data collection tools and enhanced survey responses through improved survey design
• Develops, maintains and communicates information and reports on current issues, trends and best practices related to member experience
• Presents findings to internal teams to identify improvement goals to meet member needs, resolve problems, and generate new ideas for programs or services
• Maintain in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices
• Performs other duties as assigned