One of our clients is hiring a claims customer service representative for a large insurance company in Troy, MI. This position does have the possibility for a hybrid schedule after training.Description: The client is looking to add to their Call Center Loss Drafts Team. This is a high-level call center position that is mainly dealing with homeowner claims. Calls can be as quick as 1 minute all the way up to 45 minutes. A lot of the calls are with clients who are upset that their repair has not been completed or their funds are still being held. Training:
Training Schedule: 8:30am to 5pm M-F
Remote for the first 4 weeks of the training period
Weeks 5 through 8 will be FULLY in office for nesting and live calls.
After week 8, you are eligible for the hybrid schedule based on your meeting attendance, performance, quality and adherence expectations. The hybrid schedule consists of 2 days on-site and 3 days remote.Shiftsa. Training is 4 weeks. 8:30am to 5pm shift during training periodb. Shift based on business need and assigned bankc. Shift after training: 10:30am to 7pm or 11:30am to 8pmResponsibilities:
Will be handling about 40-50 inbound calls per day, sometimes more and sometimes less, depending on how long each call lasts.
The calls will be pertaining to a new homeowners claim or an existing claim
Will be required to answering basic questions such as: what is the status of my claim? all the way up to claim intake which sometimes can take up to an hour.
Navigate between multiple systems to find the answer
Research through the claim tool to be able to assist the customer and provide accurate information
Handle escalated calls as needed
Be the liason between the company, the homeowner, and the lender
Be able to be cool under pressure and handle upset customers
Be able to handle Spanish as well as English calls as needed.
Update case notes in the Claim system to ensure everything is documented and updated
Problem solving and problem resolutions skills are required as well as the ability to handle all calls in a professional manner.
Outbound calls are also often necessary.
Additional Skills & Qualifications:
Working cellphone with service (need to dual authenticate)
At least 1 to 2 years of Call Center Experience (preferably in escalations, claims, or insurance
Efficient in using a Windows PC computer and navigating their software system (not the most user friendly system)
Typing speed - at least 35 WPM
Good verbal and written communication skills (will be on the phone all day and be required to follow up via email in some instances)
Insurance or mortgage experience
Experience working within automotive or any type of claims
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