We are hiring for a Client Services Representative to partner with our client in the insurance space locally near the St.John's Town Center in Jacksonville.
In this role you will be handling first-level claims calls and be responsible for providing exceptional customer service to policyholders, agents, and claimants.
The role involves gathering initial claim information, addressing basic inquiries, and ensuring a smooth and efficient claims process. This role serves as the first point of contact, offering guidance, support, and accurate information.
Key Responsibilities:
Claims Intake:
- Receive and document incoming claims calls from policyholders, agents, and claimants.
- Gather essential information, including policy details, incident specifics, and contact information.
- Ensure accuracy and completeness of all data collected.
Customer Support:
- Provide clear and empathetic communication to claimants regarding the claims process.
- Answer basic questions related to coverage, policy limits, and the claims procedure.
- Direct more complex inquiries or escalations to the appropriate claims adjuster or specialist.
Documentation and Data Entry:
- Accurately enter claims data into the company’s claims management system.
- Maintain detailed and organized records of all interactions and claims information.
- Ensure compliance with company policies and industry regulations in all documentation.
Problem Resolution:
- Identify and resolve minor issues or discrepancies during the initial claims intake process.
- Follow up with claimants if additional information is required.
- Communicate effectively to manage customer expectations and reduce frustration.
Collaboration:
- Work closely with claims adjusters, underwriters, and other departments to ensure smooth claims processing.
- Provide regular updates to claims handlers on new and ongoing claims.
- Participate in team meetings and training sessions to stay informed about policy changes and best practices.
Customer Education:
- Educate customers on the claims process, timelines, and required documentation.
- Provide guidance on steps to be taken following an incident, such as emergency repairs or filing a police report.
Compliance and Security:
- Adhere to all company policies and industry regulations regarding privacy and data security.
- Maintain the confidentiality of customer information at all times.
Performance Metrics:
- Meet or exceed performance targets related to call handling, customer satisfaction, and data accuracy.
- Participate in ongoing training to improve service delivery and product knowledge.
Qualifications:
Education: High school diploma or equivalent; some college or related coursework in insurance or business is a plus.
Experience: Previous customer service experience, preferably in an insurance or financial services environment.
Skills:
- Strong verbal and written communication skills.
- Ability to handle stressful situations with patience and professionalism.
- Proficiency in using customer service and claims management software.
- Excellent organizational skills and attention to detail.
- Ability to work effectively in a team environment.
Benefits:
- Competitive salary with potential for performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off, 17 holidays, and sick leave.
- Opportunities for career advancement and professional development.