Claims Specialist
DESCRIPTION SUMMARY: Leads, communicates, and negotiates the resolution of all client issues to completion. Analyzes details of situation to determine degree of responsibility of all involved parties. Negotiates and settles all damage claims that have been submitted. Utilizes strategic decision making skills to provide mutually beneficial resolution to inquiries.
ESSENTIAL FUNCTIONS:
- Researches damaged vehicle incidents and roadside assistance inquiries.
- Responds appropriately and professionally to the customer, client and/or internal organization.
- Mediates, negotiates, and develops and implements steps for resolution.
- Develops internal and external relationships to ensure client satisfaction.
- Resolves member issues within a specified time period, including, but not limited to contact center, vendor or claims inquiries.
- Analyzes customer and client issues and identifies and recommends improvements and enhancements toward greater account satisfaction.
Requirements
EDUCATION: Associate degree required. Bachelor's degree a plus.
EXPERIENCE:
- 3 years customer service experience.
- Experience managing a constant queue and efficiently resolving each case within target issue resolution time expectations.
- Insurance or claims experience is preferred, but not required.
- Strong problem solving and organizational skills required.
- Flexibility and ability to prioritize in a fast paced environment with tight deadlines.
- Work independently as well as part of a team.
- Demonstrates strong listening, analytical and problem solving skills.
- Requires strong oral and written communication skills, business writing and computer application knowledge.
- Handle multiple tasks simultaneously. Must be able to work flexible hours as business needs dictate.