Customer Service Representative

Arch Insurance Group Inc. • Omaha, NE

6d • Hybrid

About The Position

Primarily responsible for providing first-level support and directory assistance to Arch external and internal customers. Responds to claims calls and correspondence from brokers, insured and non-insured claimants and vendors.

Requirements

• High School graduate or equivalent; some college or insurance related education preferred.
• 2 to 3 Plus years of experience in Customer Service
• Excellent verbal/written communications
• Excellent Customer Service skills
• Strong interpersonal skills
• Demonstrated team behavior; willingness to help
• Excellent PC skills and knowledge of Microsoft suite
• Analytical problem-solving skills
• Routing and managing electronic documents in an imaging system

Nice To Haves

• Bilingual preferred
• Flexibility and adaptability in team settings

Responsibilities

• Adheres to World Class Customer Service Standards and documents all customer interactions in the call center management technology application.
• Performs necessary duties to resolve or satisfy all first-level inquiries or advance to supervisory level where applicable.
• Manages individual workflow, productivity and quality to meet and exceed team/individual goals and service level agreements.
• Communicates changes in processes, aiding in the creation and maintenance of job aids to ensure consistency/accuracy in workflows.
• Addresses claims intake related questions and appropriate routing of escalations to Management to include but not limited to, delayed policy availability within claims systems, policy/insured identification/routing, and rush requests
• Responsible for accurate and timely setup/routing of incoming FNOLs, preparation and routing of acknowledgement letters, merging of files, procurement of binders and/or policies and setup of oversight files.
• Utilizes research tools to identify and distribute unidentifiable mail that is received electronically.
• Provides back-up to the Document Indexers for unidentified mail/correspondence and download documents.
• Engages and Participates in the Arch Experience values and continuous improvement initiatives
• As identified by the Customer Solution Center process, intercedes for the customer to assure they are "warm transferred" to the proper Arch internal or third-party resource that handles their business request or questions to meet or exceed their expectations, and follows up to ensure their satisfaction.
• Responsible for responding to incoming phone calls and correspondence (in electronic and paper format).

Benefits

• Multiple medical plans plus dental, vision and prescription drug coverage
• Competitive 401k with generous matching
• PTO beginning at 20 days per year
• Up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer
• Basic Life and AD&D Insurance as well as Short and Long-Term Disability
• Paid Parental Leave of up to 10 weeks
• Student Loan Assistance and Tuition Reimbursement
• Backup Child and Elder Care

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED