Senior Customer Service Representative

Great American Insurance Company•Cincinnati, OH

1d•Hybrid

About The Position

Great American Insurance Group, a leader in the insurance industry and a subsidiary of American Financial Group, offers a culture that values employee ideas and provides opportunities for growth across its over 30 specialty and property and casualty operations. The company emphasizes diversity and inclusion, aiming to create a workplace where all employees feel empowered. This position is within the P&C Corporate Claims Division, which comprises over 100 professionals supporting global P&C claims. Specifically, it's part of the Claims Support Services group, a full claim handling operation. Within this group, the Claims First Notice of Loss (FNOL) Customer Service team specializes in engaging with internal and external customers via phone for claim intake, new loss setup, and other complex tasks for 12 claim departments and other Corporate shared services. This team supports hundreds of Claim Professionals across the company. The role offers a unique view of the company and networking opportunities. The team operates Monday through Friday from 8am to 8pm ET, with specific shifts sought for 10am-7pm ET and 11am-8pm ET. This Sr. Customer Service Representative position is located in the downtown Cincinnati, OH office and will follow a hybrid work schedule (4 days in the office, 1 day working remote) after an initial training period.

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
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