Contact Center Representative

CopperPoint Insurance Companies • Phoenix, AZ

15h • Remote

About The Position

CopperPoint has an exciting opportunity for a Contact Center Representative. In this role, you will deliver exceptional customer service in a fast-paced contact center environment by investigating and responding to incoming telephone calls, emails, and portal inquiries. You will serve as a key point of contact for new and existing policyholders, agents and brokers, injured workers, attorneys, and medical providers, providing accurate information and timely resolution to a variety of requests. Additionally, you will support new business onboarding through welcome call and email outreach, helping to create a positive customer experience from the very beginning.

Requirements

• The knowledge and skill levels acquired through undergraduate level studies in such area as Business Administration, or related field, and one to two years of experience in Workers’ Compensation Insurance Industry.
• Demonstrates strong verbal and written communication skills.
• Prior successful customer service skills to meet established customer service expectations/levels.
• Demonstrates independent judgment and decision making skills using discretion and diplomacy based on information received and application of policy and procedures.
• Work experience in Workers' Compensation Insurance or other Property and Casualty lines is preferred.
• Ability to analyze, interpret and apply laws, rules, regulations, policy and procedures
• Ability to communicate clearly, effectively and professionally by phone, in writing, and in person.
• Passing the bilingual Spanish Certification may be required.

Nice To Haves

• BS/BA college degree preferred.

Responsibilities

• Provide stellar customer service to maximize customer loyalty and retention. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers.
• Demonstrates independent judgment and decision making skills using discretion and diplomacy based on information received and application of policy and procedures.
• Utilize technical skills and industry knowledge to investigate and respond to incoming telephone calls, emails, and portal inquiries from customers and stakeholders about their new/existing policy, existing claim, and to report a new claim.
• Complete new business onboarding/welcome activities, including sending emails and contacting customers by phone.
• Effectively utilize knowledge of Workers' Compensation and P&C laws and regulations and company policy and procedures to build stellar customer relationships.
• Cross-team collaboration with Claims, Premium Audit, Underwriting, Accounting, Loss Control, Finance, to ensure a stellar customer experience.
• Additional projects and duties, as assigned.
• Provide Spanish bi-lingual translation/interpretation assistance (insureds, claimants, internal customers).

Benefits

• Employees and their families are eligible to participate in CopperPoint Insurance Companies benefit plans including medical, dental, vision, short-term disability, long-term disability, life insurance, a health savings account, a flexible spending account, and a 401k plan.
• We provide some benefits at no cost to the employee (Basic Life Insurance and AD&D at two times an employee’s annual salary, Short- and Long-term Disability coverage, and Employee Assistant Plan).
• Employees will accrue 0.0692 hours of Paid Time Off (PTO) per paid hour, which may total 18 days a year.
• In addition, employees will also receive 10 paid holidays throughout the calendar year.
• tuition reimbursement
• other education benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level