Customer Experience Processor
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Job Description
Customer Experience Processor ensuring seamless service and handling claims for Root Insurance. Responsible for processing, communication, and continuous improvement in service efficiency.
Responsibilities:
- Review and interpret state-specific policy language to approve, pay, or deny roadside assistance claims
- Process lienholder additions and troubleshoot web portal or document issues
- Contact agencies and carriers to process prior coverage cancellations across multiple lines of business
- Triage and assign inbound faxes and mail to ensure timely and accurate handling
- Research and resolve customer or internal requests using Root’s internal tools
- Serve as a subject matter expert for assigned processing functions
- Understand state-specific financial documentation requirements
- Communicate directly with customers via email, answering filing questions and confirming completion
- Partner with claims adjusters to file required documents for customer claims
- Identify and implement process improvements that enhance accuracy and efficiency while consistently meeting business performance goals and quality standards
Requirements:
- 6–12 months of experience in customer service, claims processing, or the insurance industry
- Strong written and verbal communication, active listening, and problem-solving skills
- Detail-oriented mindset with the ability to multitask in a fast-paced environment
- Demonstrated patience, empathy, and professionalism when interacting with customers
- Proactive and adaptable, with a commitment to continuous learning
- Positive attitude and ability to build rapport through clear, inclusive communication
- Proficiency in Microsoft Office and Google Workspace applications
- Understanding of Root’s insurance product and mobile app preferred
Benefits:
- Reasonable accommodation when requested for qualified applicants with a disability
- Privacy Notice regarding personal data processing
- Engaging virtual interview experience
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