Claims Customer Experience Specialist
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Job Description
Customer Experience Specialist at Reserv providing support to customers during the insurance claims process. Handling inquiries, ensuring positive experiences, and resolving issues with empathy and professionalism.
Responsibilities:
- Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels
- Anticipate the customer needs and take action to manage the process to full resolution
- Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
- Develop and maintain a solid understanding of multi-line claim procedures to provide accurate and consistent information to customers
- Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols
- Identify and address customer concerns, complaints, and disputes with empathy and professionalism
- Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions
- Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience
- Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.
Requirements:
- High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus
- Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced
- Strong knowledge of multi-line insurance claims processes, terminology, and best practices
- Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers
- Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately
- Strong problem-solving and critical-thinking abilities
- Proficiency in using customer relationship management (CRM) systems and other relevant software applications
- Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure
- Strong organizational and time management skills to prioritize tasks and meet deadlines effectively
- Must be able to obtain designated home state claim adjuster license in 60 days.
Benefits:
- Generous health-insurance package with nationwide coverage, vision, & dental
- 401(k) retirement plan with employer matching
- Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
- Generous family leave policy after 8 months of continuous work
- Work from anywhere to facilitate your work life balance
- Apple laptop, large second monitor, and other quality-of-life equipment you may want.
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