Claims Service Representative - 70403DESCRIPTION/RESPONSIBILITIES:
Penn National Insurance has an excellent opportunity to join our team as a Claims Service Representative! This is a hybrid position reporting to the Harrisburg, PA Home Office as needed (usually 2x per week).The Claims Service Representative supports the Claims Division in achieving and promoting the lowest fair claims settlement. This position is responsible for the routine administrative and customer service aspects of the claims handling process according to the established guidelines of the Claims Division.COMPETENCIES AND ESSENTIAL DUTIES OF THE CLAIMS SERVICE REPRESENTATIVE
Team Building
Adheres to the work group's expectations and guidelines; fulfills team or work group responsibilities; demonstrates personal commitment to group goals.
As directed by leadership, this position will be responsible for training team members on current processes.Attention to Details
Enters data into the claims processing systems as instructed by the Team Leaders, Claims Managers, or adjusters while adhering to quality and productivity guidelines established by the claims division.
Inputs the proper coverage(s) and classification(s) when setting up new claims.
Answers Claims switchboard calls (approximately 300 calls per day), providing callers with basic information and transferring calls to proper adjusters.Quality Orientation
Performs duties outside of the claims systems, such as filing, distribution of mail, check printing, and other various tasks in support of the claims division.
During periods of high claim volume, provides prompt and professional customer service to agents, policyholders, and internal customers with regard to new claim notification, inquiries, and requests received via telephone, fax, email or internet.Planning & Organizing
Researches policy and other systems to resolve claims processing issues.Positive Approach
Communicates with internal and external customers by phone, fax and e-mail in a professional and courteous manner.Applied Learning
Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback.
Readily absorbs and comprehends new information and develops skills from formal and informal learning experiences.Performs various projects requested or assigned by the reporting manager.CORPORATE CORE COMPETENCIES OF THE CLAIMS SERVICE REPRESENTATIVE
Effectively Communicates and Connects
Communicates clearly and concisely.
Prepares written communications that adhere to department standards.
Attentively listens and asks clarifying questions.
Builds positive relationships within the workplace.Customer Focused
Develops and maintains knowledge about the needs of customers and how the team provides value.
Is aware of customer risks and when to escalate risks.
Identifies and utilizes the appropriate resources to solve customer problems.
Accelerates follow-up and action to resolve issues.Talent Development Mindset
Brainstorms ideas for technical and/or professional development.
Works with supervisor to identify relevant development opportunities and shadowing opportunities including technical skill building and professional skill enhancement.
Acts on opportunities to recognize colleagues for a job well done.Demonstrates Adaptability
Seeks to understand others' needs and perspectives, especially those different from own.
Open to learning about new and challenging ideas to drive the success of the work in which involved.
Learns how to be flexible to accommodate deliverables and prioritize work effectively.Demonstrates Accountability
Takes ownership of mistakes and consults with others to resolve, learning from the experience.
Consistently checks the accuracy of work.
Provides coverage or assistance to others when needed.
Proactively steps-up to provid guidance or assistance.SPECIAL RELATIONSHIPS FOR THE CLAIMS SERVICE REPRESENTATIVE
Direct contact with the Claims Service Office Managers, Team Leaders, and Adjusters
Direct contact with various levels of Home Office Claims personnel
Direct contact with various levels of Underwriting personnelQUALIFICATIONS FOR THE CLAIMS SERVICE REPRESENTATIVE
Education/Credentials
High School diploma or equivalentExperience
Prior customer service experience preferredTechnical/Professional Knowledge
Good interpersonal skills, with the ability to interact in a professional and tactful manner
Good communication skills both verbal and written
Good Personal Computer skills with an emphasis on Microsoft Office Suite
Strong keyboard, data entry, and typing skills required along with the ability to perform various clerical duties
Ability to perform standard business mathematics
Must be able to multi-task and perform job responsibilities with the interruption of phone calls
Must be able to work as a team member in a fast-paced environment
Must be adaptable and able to quickly adapt to schedule changesJOB REQUIREMENTS (as required by ADA Americans with Disabilities Act)
This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
Must be able to see and effectively use a computer monitor.
Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
Must be able to access and enter information accurately using automated systems.
Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
Must be able to present information to individuals and groups.
Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
Must be able to maintain acceptable attendance and adhere to scheduled work hours.
Will be required to work in the office a minimum of two days per week.Only candidates from the following states will be considered: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
