Claims Customer Service Representative

Farmers of Salem•Wilmington, DE

84d•$22 - $34•Hybrid

About The Position

Job Responsibilities Include: Primary responsibility for answering phones, taking FNOL’s, and providing claim status updates. Assign property claims to oversight adjusters & I/A’s following department procedures. Research Underwriting file for applicable coverage forms and endorsements and include with FNOL in claim file. Verify policy is active and communicate with underwriting if cancellation documentation is needed. Send underwriting alerts when appropriate. Send policy forms, endorsements or dec pages to PMA as requested. Process new claims through Image Right workflow. Enter new claims in Finys. Understand Image Right workflows within the department. FNOL workflows Mail index & re-indexing workflows Diary Non-task workflows, i.e. check scanning Process checks, reconcile against batch report, and prepare for mailing. Scan mail, checks, and other documents into workflows, and confirm accurate capture of data. Understand basic claims process and clearly explain to insureds and agents. Understand basic policy coverages. Be able to use Image Right and Finys in conjunction with claim support functions. Provide daily support to remote and on-site adjusters. Provide support to remote and on-site adjusters by assisting with compliance letters on diary. Type or format correspondence and form letters in Finys and Word. Create or Update Adjuster, Expert, and Attorney Contact in Finys as needed or requested. Obtain W-9 for newly created Contact. Identify 1099 status using W-9 and accurately capture data in all pertinent fields in Finys. Work with accounting dept to request stop pays and void checks in Finys as needed or requested. Re-issue loss and expense checks as needed or requested. Forward correspondence to PMA for auto claims, and worker’s comp claims. Use PMA CINCH system in connection with W/C and C/A claims. Deliver timely, quality customer service in all aspects of job position. Willingness to work outside of normal hours during catastrophic weather events. Other jobs as assigned. Is expected to keep confidential all information obtained during employment. Job Competencies: Maintain and display a positive attitude at all times Strong Customer Service Skills Excellent Verbal and Written Communication skills Claims and Insurance Education to keep current with Industry Standards, and internal policy form changes or adoption of new policy/coverage forms Ability to multi-task, and shift between priorities as needed throughout the workday Ability to work well both independently and in a team environment Planning, Organizing, and Time Management skills Computer Skills – Excel, Word, Power Point, and ability to learn insurance systems

Requirements

Maintain and display a positive attitude at all times
Strong Customer Service Skills
Excellent Verbal and Written Communication skills
Claims and Insurance Education to keep current with Industry Standards, and internal policy form changes or adoption of new policy/coverage forms
Ability to multi-task, and shift between priorities as needed throughout the workday
Ability to work well both independently and in a team environment
Planning, Organizing, and Time Management skills
Computer Skills – Excel, Word, Power Point, and ability to learn insurance systems
High school diploma or equivalent with 1 to 2 years office experience or a 2 or 4 year College degree

Nice To Haves

Insurance company or Agency experience is a plus
Bilingual skills are a plus

Responsibilities

Answering phones, taking FNOL’s, and providing claim status updates
Assign property claims to oversight adjusters & I/A’s following department procedures
Research Underwriting file for applicable coverage forms and endorsements and include with FNOL in claim file
Verify policy is active and communicate with underwriting if cancellation documentation is needed
Send underwriting alerts when appropriate
Send policy forms, endorsements or dec pages to PMA as requested
Process new claims through Image Right workflow
Enter new claims in Finys
Understand Image Right workflows within the department
Process checks, reconcile against batch report, and prepare for mailing
Scan mail, checks, and other documents into workflows, and confirm accurate capture of data
Understand basic claims process and clearly explain to insureds and agents
Understand basic policy coverages
Be able to use Image Right and Finys in conjunction with claim support functions
Provide daily support to remote and on-site adjusters
Provide support to remote and on-site adjusters by assisting with compliance letters on diary
Type or format correspondence and form letters in Finys and Word
Create or Update Adjuster, Expert, and Attorney Contact in Finys as needed or requested
Obtain W-9 for newly created Contact. Identify 1099 status using W-9 and accurately capture data in all pertinent fields in Finys
Work with accounting dept to request stop pays and void checks in Finys as needed or requested
Re-issue loss and expense checks as needed or requested
Forward correspondence to PMA for auto claims, and worker’s comp claims
Use PMA CINCH system in connection with W/C and C/A claims
Deliver timely, quality customer service in all aspects of job position
Willingness to work outside of normal hours during catastrophic weather events
Other jobs as assigned
Is expected to keep confidential all information obtained during employment