Specialist, Claims Support

Estes Express Lines•Richmond, VA

About The Position

The Specialist, Claims Support develops and conducts routine and ad-hoc reports and analyses using claims data from multiple systems and tables, draws conclusions, and recommends corrections and continuous improvement opportunities. The role uses Excel and VBA with complex formulas to respond to internal and external information requests, runs SQL reports, and compiles data for management and internal customers. The position also performs clerical and claims-support work, including answering customer calls, assisting with claims inquiries, providing documentation when required, filing and tracing claims with outside contractors to recover accident and wreck claims owed to Estes, and processing claims payments through the Pega system as directed and with some discretion. The employee cross-trains on processes affecting the claims cycle and customer experience, monitors and responds to the claims group email box, and maintains regular attendance. Other duties may be assigned to meet operational, safety, or other needs.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
At least 2 years of experience in customer-facing roles, claims support, customer service, or problem-solving roles.
Intermediate Excel skills and a strong overall understanding of Microsoft Office products.
Strong verbal and written communication skills, attention to detail, and customer focus.
Self-starter with high initiative, strong organizational skills, and flexibility.
Ability to lift approximately 20 lbs. or more if required by the essential functions of the job.
Ability to comply with company policies, rules, procedures, and Code of Conduct.
Ability to interact well with others and work independently or in a team setting.
Ability to work under tight time constraints in a high-volume environment with multiple priorities.
Ability to respond well to questions and read, interpret, and comply with written information and documents, including safety rules, operating and procedure manuals, and maintenance instructions, with a high level of comprehension and concentration and the ability to meet deadlines.
Must pass a pre-employment drug screen and random drug and/or alcohol tests, and be subject to a criminal history background check.
Must be authorized to work in the United States.

Nice To Haves

Proficiency in SQL and VBA.
Transportation experience.

Responsibilities

Develop and conduct routine and ad-hoc reports and analyses using claims data from multiple systems and tables.
Draw conclusions from analyses and recommend corrections and continuous improvement opportunities.
Use Excel and VBA, including complex formulas, to complete internal and external information requests.
Run SQL reports and compile data for management and internal customers.
Perform general clerical work, answer customer calls, assist with claims inquiries, and provide documentation when required.
File and trace claims with outside contractors to recover accident and wreck claims owed to Estes.
Perform work in the claims Pega system, including processing claims payments as directed and with some discretion.
Understand and cross-train on processes that affect the claims cycle and customer experience.
Monitor and respond to the claims group email box.
Maintain regular attendance and perform other duties as assigned.