Claims Customer Experience Specialist

Reserv • Atlanta, GA

209d • Remote

About The Position

As a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process. You will handle phone and chat inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in insurance and claims will enable you to deliver exceptional, empathetic assistance.

Requirements

• High school diploma or equivalent; bachelor's degree or relevant insurance certifications are a plus
• Previous experience in customer service or a call center environment, preferably within the insurance industry, with a focus on claims; high volume, fast-paced
• Strong knowledge of insurance claims processes, terminology, and best practices
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers
• Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately
• Strong problem-solving and critical-thinking abilities
• Proficiency in using customer relationship management (CRM) systems and other relevant software applications
• Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure
• Strong organizational and time management skills to prioritize tasks and meet deadlines effectively

Responsibilities

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels
• Anticipate the customer needs and take action to manage the process to full resolution
• Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
• Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers
• Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols
• Identify and address customer concerns, complaints, and disputes with empathy and professionalism
• Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions
• Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience
• Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times

Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy - we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

What This Job Offers

• Job Type: Full-time
• Industry: Publishing Industries
• Education Level: High school or GED
• Number of Employees: 101-250 employees