Senior Customer Service Representative

Great American Insurance Group•Cincinnati, OH

9d•Hybrid

About The Position

Great American Insurance Group is a leader in the insurance industry, offering opportunities for growth and development within a "small company" culture combined with "big company" expertise. The P&C Corporate Claims Division, with over 100 professionals, supports Great American’s global P&C claims operations. The Claims Support Services group, specifically the Claims First Notice of Loss Customer Service team, handles claim intake, new loss setup, and various complex tasks for multiple claim departments and shared services. This role offers a unique view of the company and networking opportunities across divisional lines. The team values growth, development, and providing a memorable customer experience. The hours of operation are Monday through Friday, 8 am to 8 pm ET, with specific shifts available from 10 am to 7 pm ET and 11 am to 8 pm ET. This position is based in the downtown Cincinnati, OH office and will offer a hybrid work schedule (4 days in office, 1 day remote) after initial training.

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.