Senior Customer Service Representative

Great American Insurance Group•Cincinnati, OH

23h•Hybrid

About The Position

Great American Insurance Group, a subsidiary of American Financial Group, is a leader in the insurance industry, known for its blend of a "small company" culture and "big company" expertise. The P&C Corporate Claims Division, with over 100 professionals, supports Great American’s diverse P&C claims operations globally. Within this division, the Claims Support Services group provides comprehensive claim handling to various divisions and lines of business. The Claims First Notice of Loss (FNOL) Customer Service team, part of Claims Support Services, specializes in engaging with internal and external customers primarily over the phone. This team handles phone claim intake, new loss setup, and other complex tasks for 12 claim departments and other Corporate shared services, supporting hundreds of Claim Professionals across the organization. Joining this team offers a unique perspective of the company and opportunities for cross-divisional networking. The team prioritizes growth, development, and delivering an exceptional customer experience. This position is for a Sr. Customer Service Representative to join the Claims team in the Cincinnati, OH office. The role will feature a hybrid work schedule (4 days in the office, 1 day working remote) following an initial training period. The team's hours of operation are Monday through Friday from 8am to 8pm ET, with specific shifts sought being 10am-7pm ET and 11am-8pm ET.

Requirements

High School Diploma or equivalent.
1 to 3 years of related customer service experience.
Excellent written, verbal, and interpersonal skills.
Ability to work in a fast-paced environment with minimal supervision.
Must have strong PC skills and strong working knowledge of Microsoft Office.
Ability to interact well with others in a team environment.
Makes methodical yet swift decisions to meet customer needs.
Strong customer service and interpersonal skills.
Develops communication skills that convey a clear understanding of the unique needs of various customers.

Nice To Haves

Call center experience preferred but not required

Responsibilities

Perform customer interactions quickly
Perform claim intake via phone from Insureds, Claimants, Agents, and other parties during the initial First Notice of Loss (FNOL) for Worker’s Compensation, Auto, Property, General Liability, Storage, Equine, and others.
Respond to inquiries, complaints, and concerns regarding the claims handling process and procedures.
Take 20-25 inbound calls per day
Resolve routine and non-routine incoming insured requests, while referring more complex issues to more experienced staff.
Troubleshoot customer questions
Research and resolve simple to moderately complex customer complaints to ensure customer satisfaction and retention.
Document processes used to correct issues.
Respond to correspondence, complaints, and information requests via telephone or e-mail.
Utilize computerized systems for tracking, documenting questions/responses, information gathering, and/or troubleshooting.
Submit routine annotations on insureds’ claims.
Maintain familiarity with policies and procedures, as well as the business and organization.
Comply with company and regulatory guidelines.
Perform other duties as assigned.