Customer Service Representative I or II

Chesapeake Employers Insurance•Towson, MD

19h•Onsite

About The Position

This role involves serving as a dedicated resource for answering customer inquiries regarding Chesapeake Employers’ workers’ compensation insurance policies, claims, products, and services. The representative will act as the "front-line" to the customer, providing timely, accurate, and courteous responses. Communication will be directly with agents, policyholders, injured workers, attorneys, medical providers, and other Chesapeake Employers teammates. A key aspect of the role is safeguarding the privacy and security of client information by adhering to company policies and procedures, and reporting any unusual or suspicious activity immediately. The position also requires supporting company strategies and department goals, contributing to department objectives, and adhering to quality and safety standards.

Requirements

A High School Diploma or equivalent is required.
1–2 years of customer service experience required.
Basic PC skills required.
Knowledge of MS Office Suite is required.
Excellent verbal and written communication skills required.
AA degree or 2–4 years’ experience in a P/C insurance industry preferred (CSR II).
1 year of customer service experience in workers compensation insurance industry (underwriting, medical billing or claims) preferred (CSR II).
Advanced PC skills required (CSR II).

Nice To Haves

Experience in an insurance industry preferred.
Bi-lingual preferred.
WCP or equivalent preferred must be obtained within first year in the position (CSR II).
Fluency in Spanish verbal and written communication preferred (CSR II).

Responsibilities

Demonstrate expertise in assigned skillsets.
Provides front line "first class" service to all internal and external customers.
Answers customer concerns regarding information on rates, policies, and claim status to injured workers, attorneys, agents, and medical providers.
Safeguard the privacy and security of clients' information by following Chesapeake Employers privacy and information security policies and procedures.
Report any unusual or suspicious activity immediately.
Keep data secure and confidential.
Actively supports the company strategies and department goals by accomplishing tasks as assigned.
Contributes to the achievement of established department goals and objectives; adheres to department policies, procedures, quality and safety standards, and consistently exhibits Chesapeake’s Values and Behaviors.
Performs other duties as assigned.
Proficient in all queues and mailbox actions (CSR II).
May provide coaching for CSR I’s (CSR II).