Claims Phone Support

Crum & Forster • Glastonbury, CT

7h • Remote

About The Position

Travel Insured International, a Crum & Forster company, is hiring for a Claims Phone Support. This is an entry to mid-level position designed to allow the appropriate candidate to grow and develop skills and expertise and transition to more complex claim handling responsibilities. Works under general supervision and reports to a Team Leader and/or Supervisor. Achieve superior customer service and claim handling at the most reasonable cost/efficiency by completing essential tasks including first notice of loss intake, providing status and reviewing required documentation. Starting salary range is $20.00-$22.00 per hour based on experience.

Requirements

• High school degree or equivalent
• One to two years of prior customer service experience preferred
• Knowledge of and familiarity with Microsoft office software and Cloud base systems
• Familiarity with claims, imaging and workflow systems is a plus
• Customer Focus: Demonstrates a customer-first approach, consistently prioritizing customer needs and satisfaction in all interactions and decisions.
• Knowledge of principles and processes for providing excellent customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Strong active listening skills demonstrated by giving full attention to what other people are saying
• Ability to communicate information verbally and in writing so that others will understand the message being conveyed

Nice To Haves

• Familiarity with claims, imaging and workflow systems is a plus

Responsibilities

• Provide daily phone coverage for the Claims 800 number to service and support Travel Insured customers and travel agents
• Assist customers by setting up claim first notices, advising on requirements for a complete submission of required documents and the process for sending applicable claim forms by email and/or mail
• Provide accurate and timely answers to routine claim inquiries with appropriate notations in all appropriate TII systems
• Document complex inquiries and claim status calls and forward to the appropriate claim unit member
• Meet and exceed Key Performance Indicators, including department objectives and service levels
• Provide professional and continuous feedback to management on global training needs
• Serve as a member of the disaster recovery call center team
• Perform other related duties as needed to fulfill job and unit needs
• Serve as a customer advocate in all interactions to provide an outstanding Customer Experience
• Provide excellent claim call center service and support to Travel Insured customers and travel agents as well as supporting claim unit personnel to achieve unit service goals.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
• Tuition reimbursement
• Industry related certifications
• Professional training
• Matching donation program
• Volunteer opportunities
• Employee driven corporate giving program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees