[Hiring] Claims Support Associate @Assurant

Role Description

The Claims Support Associate position requires constant supervision and detailed verbal and/or written instructions. The Claims Support Associate provides support to customers, the call center, corporate offices, and internal departments through processing requests via chat, email, fax, or through outbound calls. They should be proficient at searching the knowledgebase for answers. They are considered second line adjudicators and should be detail-oriented to ensure we process claims correctly based on our documented processes the first time around. Claims Support Associates need to be proficient at frontline processes as well as how to handle difficult and upset customers. Claims Support Associates will be trained on one customer database system (ADT or Elita). The Claims Support Associate reports to the Claims Supervisor in Home Solutions.

Qualifications

• High School diploma or GED equivalent
• Minimum of 1 year call center experience
• Minimum of 1 year customer service experience
• Experience handling inbound/outbound calls and processing claims
• Experience navigating multiple applications and documenting outcomes
• Proven ability to be productive in a remote environment
• Excellent Customer Service skills - Customer Obsessed
• Passion for helping others with a sense of urgency
• Ability to de-escalate and remain empathetic
• Advocate for customers while balancing the T’s and C’s of the plan
• Ability to collect data, define problems, establish facts, and draw conclusions
• Strong understanding of company products and services
• Strong understanding of client contract and operations
• Ability to make high impact decisions with direction
• Effectively manage a case load with timely and consistent updates
• Coordinate solutions with other departments/vendors
• Ability to navigate multiple applications simultaneously and document effectively
• Critical thinking and problem-solving skills
• Ability to determine customer needs
• Flexibility and willingness to embrace change
• Excellent verbal and written communication skills

Requirements

• Demonstrates professionalism when dealing with external and internal customers
• Strong understanding of complex technical or functional information, products, and services
• Analyze problems and make decisions based on logical assumptions, facts, and resources available
• Adjust actions in response to shifting priorities and rapid change
• Actively seeks out and takes advantage of various ways to quickly gain new skills and expand knowledge

Benefits

• Named a Best/Great Place to Work in 14 countries
• Awarded Fortune America’s Most Innovative Companies recognition
• Opportunities to thrive and bring your best work and brightest ideas

Company Description

Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.