[Hiring] Claims Phone Support @Crum & Forster

Role Description

This is an entry to mid-level position designed to allow the appropriate candidate to grow and develop skills and expertise and transition to more complex claim handling responsibilities. Works under general supervision and reports to a Team Leader and/or Supervisor. Achieve superior customer service and claim handling at the most reasonable cost/efficiency by completing essential tasks including first notice of loss intake, providing status and reviewing required documentation.

Starting salary range is $20.00-$22.00 per hour based on experience.

What you will do:

• Provide daily phone coverage for the Claims 800 number to service and support Travel Insured customers and travel agents.
• Assist customers by setting up claim first notices, advising on requirements for a complete submission of required documents and the process for sending applicable claim forms by email and/or mail.
• Provide accurate and timely answers to routine claim inquiries with appropriate notations in all appropriate TII systems.
• Document complex inquiries and claim status calls and forward to the appropriate claim unit member.
• Meet and exceed Key Performance Indicators, including department objectives and service levels.
• Provide professional and continuous feedback to management on global training needs.
• Serve as a member of the disaster recovery call center team.
• Perform other related duties as needed to fulfill job and unit needs.
• Serve as a customer advocate in all interactions to provide an outstanding Customer Experience.
• Provide excellent claim call center service and support to Travel Insured customers and travel agents as well as supporting claim unit personnel to achieve unit service goals.

Qualifications

• Customer Focus: Demonstrates a customer-first approach, consistently prioritizing customer needs and satisfaction in all interactions and decisions.
• Knowledge of principles and processes for providing excellent customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Strong active listening skills demonstrated by giving full attention to what other people are saying.
• Ability to communicate information verbally and in writing so that others will understand the message being conveyed.

Requirements

• High school degree or equivalent.
• One to two years of prior customer service experience preferred.
• Knowledge of and familiarity with Microsoft office software and Cloud base systems.
• Familiarity with claims, imaging and workflow systems is a plus.

Benefits

• Competitive compensation package.
• Generous 401K employer match.
• Employee Stock Purchase plan with employer matching.
• Generous Paid Time Off.
• Excellent benefits that go beyond health, dental & vision, focusing on your whole family’s wellness including physical, mental and financial wellbeing.
• Opportunities for career development, including tuition reimbursement, industry-related certifications, and professional training.
• A dynamic, ambitious, fun and exciting work environment.
• Encouragement of social and community responsibility through matching donation programs, volunteer opportunities, and an employee-driven corporate giving program.