Lending Claims Specialist ll (Hybrid: Waverly, IA)

TruStage•Waverly, IA

12d•Hybrid

About The Position

This Claims Specialist role is responsible for the investigation, communication, and settlement of Life and/or Involuntary Unemployment claims. This role is responsible for obtaining medical, employment or other information needed to make a claim decision and will make claim determinations and settle claims. This role is also responsible for educating customers on policy provisions, interpreting financial and non-financial information, and following claim requirements and procedures. May require examinations / licensing.

Requirements

Associate Degree or equivalent work experience.
2 + years of customer service experience, including demonstrated teleservice skills
2 + years of Claim processing experience
Excellent oral and written communication skills
Strong continuous improvement, analytical, critical thinking and problem solving
Demonstrated interpersonal and customer service skills
Intellectual curiosity and the desire to learn
Demonstrated ability to interpret medical and insurance documentation

Nice To Haves

Bachelor’s degree preferred
Fluency in verbal/written Spanish preferred
Decision-making experience is a plus.

Responsibilities

Provide a high-quality customer service experience characterized by educating customers, keeping customers informed of next steps and answering customer questions.
Maintain a compassionate and empathetic approach when interacting with claimants, ensuring their concerns are heard and addressed with professionalism and care.
Review claim information to determine steps needed to complete the settlement of a claim.
Initiate and complete claim settlement transactions.
Actively engage in an inclusive team environment by providing guidance to other team members, participating in team meetings and team projects.
Follow documented department claim procedures and requirements defined by claims good faith claim handling guidelines.
Document phone calls and claim information accurately and proficiently.
Identify opportunities to improve team performance and contribute to process enhancements.
May be required to obtain and maintain relevant examinations and licensing.