Claims Advocate Specialist
About The Position
The Claims Advocate is responsible for finding resolution to highly complex or highly escalated claims that cannot be handled through normal claims channels. The primary functions of the role include: Investigating, analyzing and responding to highly complex claims from escalated to management, Corporate or other lines of business. Managing support on inbound rotary to review high priority claims, while resolving multiple customer inquiries simultaneously. Answering incoming calls, chats, emails and voicemails from customers and contractors providing assistance with call volume and back office work as needed. Offering and effectively explaining terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests. Piloting innovative company initiatives.
Requirements
- Bachelors Degree or commensurate work experience
- 1-2 years of previous customer service experience
- Excellent communication skills (Oral and written)
- Basic mechanical, technical and contract knowledge and understanding
- Exceptional customer service skills
- Possess analytical and investigative skills
- Proficient in Microsoft Word, Outlook and ability to navigate through Access
- Fundamental understanding of the home warranty industry
- Ability to keep composure in hostile conversations
Nice To Haves
- Previous leadership experience desired but not required (experience could be work related, school or extracurricular activities related)
Responsibilities
- Investigating, analyzing and responding to highly complex claims from escalated to management, Corporate or other lines of business
- Managing support on inbound rotary to review high priority claims, while resolving multiple customer inquiries simultaneously
- Answering incoming calls, chats, emails and voicemails from customers and contractors providing assistance with call volume and back office work as needed
- Offering and effectively explaining terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests
- Piloting innovative company initiatives
Benefits
- medical
- dental
- vision
- 401k
- PTO/paid sick leave
- employee stock purchase plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
