VSC Claims Support Agent

iA American • Austin, TX

8d

About The Position

iA American Warranty Group is seeking a dynamic Claims Support Agent to assist with claims handling. Your Day to Day Resolve disputes and conflict with inbound caller -taking escalation calls Answering customer service related calls from inbound callers including contract holders, and repair shops. Initiating the claim based on contract holder information being provided. Providing the contract holder with the appropriate direction as to the procedure and the next steps of the claim process, and identifying any questions or concerns from the caller. Research the contract and provide pertinent information for claim eligibility based on contract verbiage, and to ensure that the contract term is valid, and that the concern is a covered component . Transferring claim concerns that go beyond basic customer service handling to the appropriate department in claims, payments, contract administration, or to supervisory staff for handling. Be available in queue and conform to any management directives necessary for KPI conformity. Demonstrate flexibility and display the range of knowledge and willingness for further training to enable the ability for light claim, or even advanced claim queue training and claims handling. Maintain media management of company systems provided, including messaging, email, phone and laptop accessories. Generate work assignments to appropriate employees for customer service and claim related items. Making detailed claim notes in Toro concerning caller situations. Perform callbacks when directed by management. Validate and process customer reimbursement requests. Review online claim submissions for completeness and assign to appropriate adjuster workflow . Reply to submitting users if more information is needed. Review and process claims submitted with no prior review or approval and take appropriate action including communicating with the entity that submitted .

Requirements

• High School Graduate or equivalency
• At least 6 months of customer service call center experience
• Basic Windows PC operations, touch typing

Nice To Haves

• Associate’s Degree or equivalent work experience preferred.

Responsibilities

• Resolve disputes and conflict with inbound caller -taking escalation calls
• Answering customer service related calls from inbound callers including contract holders, and repair shops.
• Initiating the claim based on contract holder information being provided.
• Providing the contract holder with the appropriate direction as to the procedure and the next steps of the claim process, and identifying any questions or concerns from the caller.
• Research the contract and provide pertinent information for claim eligibility based on contract verbiage, and to ensure that the contract term is valid, and that the concern is a covered component
• Transferring claim concerns that go beyond basic customer service handling to the appropriate department in claims, payments, contract administration, or to supervisory staff for handling.
• Be available in queue and conform to any management directives necessary for KPI conformity.
• Demonstrate flexibility and display the range of knowledge and willingness for further training to enable the ability for light claim, or even advanced claim queue training and claims handling.
• Maintain media management of company systems provided, including messaging, email, phone and laptop accessories.
• Generate work assignments to appropriate employees for customer service and claim related items.
• Making detailed claim notes in Toro concerning caller situations.
• Perform callbacks when directed by management.
• Validate and process customer reimbursement requests.
• Review online claim submissions for completeness and assign to appropriate adjuster workflow
• Reply to submitting users if more information is needed.
• Review and process claims submitted with no prior review or approval and take appropriate action including communicating with the entity that submitted

Benefits

• Competitive Benefits (Medical, Dental, Vision, Short- and Long-Term Disability, 401K w/ match, PTO, and more!)
• A Human Approach
• Career Advancement
• Professional Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees