Sr. Claim Center Representative

To deliver superior customer service through phone and online interactions with agents and customers.

This role requires excellent communication skills, emotional intelligence, attention to detail, and proficiency in using computers for processing.

• Handle inbound Calls: Answer incoming calls and providing exceptional engagement, support and advocacy for our customers and agents when reporting a new claim or seeking information on existing claims.
• Process digital requests: Assist customers with electronic request processing, including but not limited to first notice of loss, inquiries, and policy research.
• Document interactions: Gathers data and pertinent information related to the customer or agent’s loss and completing a first notice of loss record. This process is completed via phone, email and/or chat and for property, auto, casualty and other lines of insurance.
• Provide product support: Offers services that include towing, rental car, temporary housing, coverage verification and policy detail.
• Working autonomously: Maintains a high level of training and competency in policy, procedure, and systems in a rapidly changing environment.
• Customer Centric: Advocates on the part of the customer and agent to continuously enhance the Claims experience through improvement ideas in our processes, escalating concerns and recognizing opportunities to improve the customer experience.
• Catastrophe Awareness: Flexibility during weather or other events that may require overtime or overnight support.
• Development: If you do not already have one, you may be required to obtain an applicable resident or designated home state adjusters license and possibly additional state licensure