Role Summary

We have an existing opportunity to add a Claims Service Representative to join our growing team! You will work in a remote based environment.

The Claims Service Representative provides immediate and customer-focused assistance to policyholders who are calling to report insurance claims. Document initial loss details and activities to ensure that callers experience timely and service-oriented disposition of calls. Make determinations based on protocol if immediate adjuster attention is required and coordinate with vendors as required.

* In order to work remotely, you will require High Speed Internet. (Download and Upload speed must both be at a minimum of 50 mbps)

* Please note that this position requires shift work on a seven (7) day rotating basis with an 8 hour shift between the hours of 7am to 12am. Weekend shifts are mandatory.

*This is a full-time opportunity, and will require 37.5 hours of work per week.

Key Responsibilities:

• Review call report and ensure call has terminated properly, then forward accurate and complete call reports as required.

• Provide personalized customer service of the highest level

• Arrange for the dispatch of adjusters or vendor partners when required

• Field and answer branch inquiries and administer to appropriate area

• Maintain data base of service lapses reference for root cause, report trends and make recommendations to management

• Review claim information to determine proper next steps for processing against client guidelines/ service agreements

Qualifications and experience:

• Post secondary education is required

• Minimum of 1 year of customer service or administrative experience is required

• Knowledge of insurance/service industry or related experience preferred

• Strong computer and telephone skills with an aptitude/ability to learn

• Effective communication skills both written and verbal in English

• Attention to detail

• Team player with a strong commitment to quality and customer service

• Excellent time management and organizational skills

• Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance

• • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.