Intake Representative, Claims

Encova•Columbus, OH

11h•Hybrid

About The Position

The Intake Representative, Claims obtains and documents first notice of injury and first notice of loss information from customers for commercial auto, worker’s compensation, liability, and property lines of business. Provide direct guidance and assistance to customers responding to inquiries, and/or explaining processing procedures to deliver the best possible outcome. Work is driven by multiple reporting channels such as customer portal, email, phones, and fax.

Requirements

Ability to provide excellent customer service to both external and internal customers
Ability to work as a team member and perform based on established standards and expectations
Ability to multi-task
Must be detail-oriented
Excellent written and oral communication skills
Ability to fully analyze information received and make decisions as to next steps and action required
Experience with Microsoft Products
Ability to work proficiently in multiple systems
Excellent organizational skills
High school diploma.
One year previous full time experience in customer service and/or claims intake preferred.
At least one year of experience in the insurance industry preferred.

Responsibilities

Receive initial claim information from customers telephonically, electronically, email, and/or fax
Provide information to customers regarding the different options available for loss reporting
Determine appropriate policy and coverage for loss
Work with leadership team to onboard new associates
Analyze information received on the claim and triage the facts to determine whether further information is needed and/or what action must be taken
Obtain and document facts of loss information in the computer system
Respond to various requests from internal and external customers by telephone, email and/or by correspondence, including handling calls through the Engagement Center
Interpret coverage and issue claim decisions for claims assigned to the Engagement Center
Review, update, and document intake processes and procedures.
Other functions as needed