Claims Customer Service Representative

TEKsystems•Troy, NY

9d•$18 - $20•Hybrid

About The Position

The client is looking to add to their Call Center Loss Drafts Team. This is a high level call center position that is mainly dealing with homeowner claims. Calls can be as quick as 1 minute all the way up to 45 minutes. A lot of the calls are with clients who are upset that their repair has not been completed or their funds are still being held by Proctor.

Requirements

working cellphone with service (need to dual athenticate)
at least 1 to 2 years of Call Center Experience (preferably in escalations, claims, or insurance)
thick skin. Ability to handle difficult conversations. A lot of their callers are not very nice
efficient in using a windows PC computer and navigating their software system (not the most user friendly system)
typing: at least 35 WPM
good verbal and written communication skills (will be on the phone all day and be required to follow up via email in some instances)
reliable transportation (check in references)

Nice To Haves

insurance or mortgage background
a background working with auto claims or any type of claims
someone who has worked for medicaid/medicare as they are typically working with those profile callers

Responsibilities

Will be handling about 40-50 inbound calls per day, sometimes more and sometimes less, depending on how long each call lasts.
The calls will be pertaining to existing homeowner claims
Navigate between multiple systems to find the answer
Research through the claim tool to be able to assist the customer and provide accurate information
Handle escalated calls as needed
Be the liason between proctor, the homeowner and the lender
Be able to be cool under pressure and handle upset customers
Update case notes in the Claim system to ensure everything is documented and updated
Problem solving and problem resolutions skills are required as well as the ability to handle all calls in a professional manner.
Outbound calls are also often necessary.