Customer Service Representatives - Claim

  • Travelers
  • Buffalo, NY, USA
  • Sep 08, 2020
Full time Insurance

Job Description

Company Information

Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.  

Job Summary

Hours for this position are Saturday 8 am to 5 pm four days during the week from 10 am to 7 pm.  Provide first-level contact for Travelers' Personal and Commercial customers in the event of an accident, or loss. Efficiently and effectively obtain from the caller information essential to establish a new claim file, or answer a customer inquiry . Following completion of training in Auto and Property notice of loss capture, serve as the initial point of contact for customers who have incurred a loss. Responsible for accurately and efficiently capturing first notice of loss information and responding to customer inquiries. Provide a superior customer experience while maintaining a high level of professionalism and productivity. Once proficiency is demonstrated, incumbent is eligible for consideration for advancement to Customer Service Representative, Claim. As part of the hiring process, this position requires the completion of an online pre-employment assessment. Further information regarding the assessment including an accommodation process, if needed, will be provided at such time as your candidacy is deemed appropriate for further consideration. This job does not manage others This job works under Close Supervision: Work is reviewed at several steps along the way. (Generally pertains to trainee positions.)

 Primary Job Duties & Responsibilities

 Participate in training sessions to gain the skills and knowledge to handle first notice of loss calls. Serves as first contact for claimants, providing needed assurance for life's unpredictable moments. Captures first notice of claim loss information from customers via multiple channels accurately and efficiently by utilizing the claim multi-line system. Build and maintain customer satisfaction and trust when effectively applying learned product and systems knowledge. Assesses a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business. Actively listens and responds articulately to customer needs while assessing a variety of situations. Modifies communication style to provide a positive, consistent, empathetic and thorough customer experience. Assesses a variety of customer situations and modifies communication style to provide a positive, consistent and empathetic experience. May require defusing tense customer situations. Effectively uses technology to navigate numerous systems and platforms simultaneously to accurately access and input information. Work closely with Unit Manager or trainer to promptly resolve issues. Promptly notifies Team Leader and/or Unit Manager of any outstanding or unusual issues concerning external or internal parties and systems. Other duties as assigned. Perform other duties as assigned. Level Differentiation Customer Service Representative Trainees are responsible for successfully completing initial claim intake training and successfully handling Notice of Loss calls in two product line categories.

Minimum Qualifications

High School Diploma or GED and six months of customer service experience required.

Education, Work Experience & Knowledge

Bachelor's Degree preferred. Licensing or Certificates Job Specific & Technical Skills & Competencies Customer experience preferred. Customer Focus: Consistently provides an exemplary customer experience by respecting customer needs and attentively addressing customer priorities. Maintains professionalism and courtesy in a demanding, fast-paced environment. (Intermediate) Communication: Skillfully listens to customer with empathy and asks concise clarifying questions to draw information. Reads customer cues and tailors communication and approach when appropriate. (Intermediate) Change Management/Resilience: Maintains composure, flexibility and effectiveness as business needs arise. Demonstrates ability and ease in adhering to a structured and strict daily schedule. (Basic) Continuous Learning: Gains, absorbs and applies new information to identify and address own learning and development needs to keep skills up to date as a claim professional. (Basic) Credibility: Demonstrates behaviors that are characteristic of personal responsibility, reliability and trustworthiness. (Intermediate) Technology: Uses, leverages, and maintains proficiency with corporate and job-related technology as it evolves (e.g., hardware, software, business unit applications, and systems tools). (Basic) Information Management: Locates, collects, reviews, organizes, retrieves, maintains and distributes information and data. Follows information collection, retention and storage procedures and knows what information must be gathered. (Basic) Planning & Organizing: Establishes a plan/course of action and contingencies for self to meet current or future goals. Exhibits time management and self-organization skills. (Basic) Teamwork: Understands the principles and importance of teamwork and develops productive relationships within unit. (Basic) Financial or Sensitive Information Access Access to customers or employees social security numbers Access to customers or employees date of birth Access to customers or employees credit card/bank account numbers All incumbents will have access as noted above.

Physical Requirements

Operates standard office equipment (Continuously) Sitting (Can stand at will) (Continuously) Standing (Frequently) Use of Keyboards, Sporadic 10-Key (Continuously)

Environmental/Work Schedules/Other

Schedule during initial training period is Monday - Friday, 8-5.  After training work days and hours are Saturdays 8-5 and 4 week days 10-7 and Holidays as needed with notice.