Claims Service Representative

Penn National Insurance•Harrisburg, PA

About The Position

The Claims Service Representative provides essential administrative and customer service support to the Claims Division, ensuring accurate claim setup, efficient communication, and adherence to established processing guidelines. This role handles high-volume calls, enters and verifies claim information, assists team members during peak workloads, and supports adjusters and leadership with various clerical tasks. Strong attention to detail, multitasking ability, and professionalism are key to success in this fast-paced, team-oriented environment. Position Competencies Attention to Details Quality Orientation Planning & Organizing Positive Approach Applied Learning

Requirements

High School diploma, or equivalent
Good interpersonal skills, with the ability to interact in a professional and tactful manner
Good communication skills – both verbal and written
Good Personal Computer skills, with an emphasis on Microsoft Office Suite
Strong keyboard, data entry and typing skills required, along with the ability to perform various clerical duties
Ability to perform standard business mathematics
Must be able to multi-task and perform job responsibilities with the interruption of phone calls
Must be able to work as a team member in a fast-paced environment
Must be adaptable and able to quickly adapt to schedule changes
Must have a valid driver’s license and be able to operate a motor vehicle
Must be able to travel, with overnight stays required.

Nice To Haves

Prior customer service experience preferred
Prior experience working effectively in a team-oriented environment preferred

Responsibilities

Adheres to the work group’s expectations and guidelines; fulfills team or work group responsibilities; demonstrates personal commitment to group goals.
As directed by leadership, this position will be responsible for training team members on current processes.
Enters data into the claims processing systems as instructed by the Team Leaders, Claims Managers, or adjusters while adhering to quality and productivity guidelines established by the claims division.
Inputs the proper coverage(s) and classification(s) when setting up new claims.
Answers Claims switchboard calls (approximately 100 calls per day), providing callers with basic information and transferring calls to proper adjusters.
Performs duties outside of the claims systems, such as filing, distribution of mail, and other various tasks, in support of the claims division.
During periods of high claim volume, provides prompt and professional customer service to agents, policyholders, and internal customers with regard to new claim notification, inquiries, and requests received via telephone, fax, email or internet.
Researches policy/or policy procedures and other systems to resolve claims processing issues.
Communicates with internal and external customers by phone, fax and e-mail in a professional and courteous manner.
Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback.
Readily absorbs and comprehends new information and develops skills from formal and informal learning experiences.
Performs other duties as may be assigned by the employee’s reporting manager noted above.