Client Services Representative

4 weeks ago

Jacksonville, United States Ascendo Resources Full time

We are hiring for a Client Services Representative to partner with our client in the insurance space locally near the St.John's Town Center in Jacksonville.


In this role you will be handling first-level claims calls and be responsible for providing exceptional customer service to policyholders, agents, and claimants.


The role involves gathering initial claim information, addressing basic inquiries, and ensuring a smooth and efficient claims process. This role serves as the first point of contact, offering guidance, support, and accurate information.


Key Responsibilities:


Claims Intake:

  • Receive and document incoming claims calls from policyholders, agents, and claimants.
  • Gather essential information, including policy details, incident specifics, and contact information.
  • Ensure accuracy and completeness of all data collected.

Customer Support:

  • Provide clear and empathetic communication to claimants regarding the claims process.
  • Answer basic questions related to coverage, policy limits, and the claims procedure.
  • Direct more complex inquiries or escalations to the appropriate claims adjuster or specialist.

Documentation and Data Entry:

  • Accurately enter claims data into the company’s claims management system.
  • Maintain detailed and organized records of all interactions and claims information.
  • Ensure compliance with company policies and industry regulations in all documentation.

Problem Resolution:

  • Identify and resolve minor issues or discrepancies during the initial claims intake process.
  • Follow up with claimants if additional information is required.
  • Communicate effectively to manage customer expectations and reduce frustration.

Collaboration:

  • Work closely with claims adjusters, underwriters, and other departments to ensure smooth claims processing.
  • Provide regular updates to claims handlers on new and ongoing claims.
  • Participate in team meetings and training sessions to stay informed about policy changes and best practices.

Customer Education:

  • Educate customers on the claims process, timelines, and required documentation.
  • Provide guidance on steps to be taken following an incident, such as emergency repairs or filing a police report.

Compliance and Security:

  • Adhere to all company policies and industry regulations regarding privacy and data security.
  • Maintain the confidentiality of customer information at all times.

Performance Metrics:

  • Meet or exceed performance targets related to call handling, customer satisfaction, and data accuracy.
  • Participate in ongoing training to improve service delivery and product knowledge.


Qualifications:


Education: High school diploma or equivalent; some college or related coursework in insurance or business is a plus.

Experience: Previous customer service experience, preferably in an insurance or financial services environment.


Skills:

  • Strong verbal and written communication skills.
  • Ability to handle stressful situations with patience and professionalism.
  • Proficiency in using customer service and claims management software.
  • Excellent organizational skills and attention to detail.
  • Ability to work effectively in a team environment.


Benefits:

  • Competitive salary with potential for performance-based bonuses.
  • Comprehensive health, dental, and vision insurance.
  • Retirement savings plan with company match.
  • Paid time off, 17 holidays, and sick leave.
  • Opportunities for career advancement and professional development.

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