Claims Support Associate

Job Purpose

The Claims Support Associate position requires constant supervision and detailed verbal and/or written instructions. The Claims Support Associate provides support to customers, the call center, corporate offices, and internal departments through processing requests via chat, email, fax or through outbound calls.  They should be proficient at searching the knowledgebase for answers.  They are considered second line adjudicator’s and should be detail oriented to ensure we process claims correctly based on our documented processes the first time around.  Claims Support Associates need to be proficient at frontline processes as well as how to handle difficult and upset customers.  Claims Support Associates will be trained on one customer database system (ADT or Elita).  The Claims Support Associate reports to the Claims Supervisor in Home Solutions.

Primary Job Accountabilities/

Responsibilities

Inbound contacts

Receives support requests originating from front line agents, dealers, servicers, and customers via chat, fax, or email. Also work from internal departments via email and database queues.

The Staff Claims Support Associate research customer contract information, case history, servicer notes, and Compass process documentation.

Outbound calls

Follow up via outbound call is provided to customer or agent as indicated by the system or procedure.

The Staff Claims Associate will follow up via outbound call with customer/internal Assurant department/service provider if more information is needed to resolve their request, or if the steps to a resolution is too lengthy to explain via email or chat.  Follow-up is provided as often as necessary for issue resolution.

Other

Provide feedback to the Claims Supervisor on trends or issues with claims processes or providers

Process credit card payments when necessary

• May assist in taking front line customer calls in a rare situation in which achieving service level is in jeopardy.

Qualifications/Requirements

Basic Qualifications Required – Experience, Skills, and Knowledge

Basic qualifications must be (1) non-comparative (not based on a comparison of one individual with another); (2) objective (not based on the employer’s subjective judgment); and (3) relevant to performance of the job and consistent with business-related goals.

Education : List the minimum level of education required in order for someone to perform this job)

Previous Experience : List the minimum number of years and type of experience required to perform the essential functions of the job.  For example Customer Care Position:  1 year experince in a customer service function.

Knowledge and Skills: List the minimum level of knowledge & skills required for somone to perform the job

Other Requirements

High School diploma or GED equivalent

Minimum of 1 year call center experience.

Minimum of 1 year customer service experience is required.

Experience handling inbound/outbound calls and processing claims is required.

Experience navigating multiple applications and documenting outcomes is required.

Must have proven ability to be productive in a remote environment.

Other-

Excellent Customer Service skills-Customer Obsessed

A passion for helping others with a sense of urgency

Ability to de-escalate and remain empathetic

Advocate for our customers while balancing the T’s and C’s of the plan

Follows high level processes and possesses the ability to articulate the processes to others

Ability to collect data, define the problem, establish facts, and draw conclusions

Strong understanding of company products and services

Strong understanding of client contract and operations

Make high impact decisions with direction

Effectively manage a case load with timely and consistent updates

Coordinate a solution with other departments/vendors

Be able to navigate multiple applications simultaneously and document effectively

Critical thinking and p