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Claims Service Representative

2 months ago

Howell, United States The Hanover Insurance Group Full time

Randstad in partnership with The Hanover Insurance Group is actively seeking Claims Service Representatives to join their Claims Customer Service Center on a temp to perm basis, remotely within the CST, MST, or PST time zones. The Hanover Insurance Group is an industry leading property and casualty insurance company with over 160 years of rich history and tradition. Recognized as One of America's Top Employers (Forbes) and A Best Places to Work (Business Insurance) The Hanover offers a collaborative, inclusive environment committed to each employee’s development and growth.


It’s not just a job, it’s a career, and we are here to support you every step of the way.


As a Claims Service Representative, you will play a vital role in The Hanover's success by helping our customers when they are in need. You will be the first point of contact a customer has when they experience an unexpected loss to their vehicle, home or business. In that critical moment, you represent The Hanover brand in your ability to respond with empathy so our customers can get back on the road, back in their home and/or back in business as easily as possible. Guided by your manager, you will provide general assistance to agents, insureds, and claimants, matching their needs with our services using provided scripts to assist you in serving our customers.


What's in it For You?

Career Development: Average 3-4 month temp to hire employment; robust training and development, on-the-job experiences, personalized coaching and ongoing mentorship

Pay Rate: Starting at $20.00 /hour; pay advancement upon temp to hire conversion

Flexible Schedule: Hours of operation of Monday - Friday 7:30 am ET – 8:00 pm ET and Saturday from 8:30-5:00 pm ET.

Hours for contractors may flex between 7:30am ET – 8pm ET with a shared responsibility of a rotation for the Saturday shift.

Benefits: Yes, Randstad offers major medical insurance, dental, vision, and 401k


Responsibilities:

• Respond to electronically and phone summited claim losses and first notice of loss calls from claimants, insureds and other parties

• Respond to calls on established claims in a polite, professional and empathetic manner and determine appropriate course of action

• Perform rental reservation, appraisal assignments, Express Claim shops, Towing and water mitigation activities

• Utilize established scripts, transcribes personal or commercial loss damage, or injury information into the company’s network generating an electronic claim file

• Applies basic communication skills to interpret caller’s inquiries and offers available options

• Utilizes established workflows to initiate claim activities as required

• Recognizes coverages, claim processing requirements and related claims systems

• Learns to identify claims and takes appropriate actions

• Contacts vendor to establish language services for language interpretation and translation

Skills and Experience:

• Associate’s degree or working towards your associate’s degree is strongly preferred

• Typically 1 -3 years of experience in the service, financial or hospitality industry preferred

• Six months to one year of call center and/or office experience required

• Remote experience required

• Troubleshooting experience desired

• Self-starter

• Has an energetic, positive and professional attitude

• Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products (Word/Excel, Outlook, SharePoint, Teams); Independent use of provided resources • Excellent written and verbal communication skills

• Seeks to collaborate and promotes inclusion and respect

• Dedicated to meeting the expectations and requirements of internal and external customers

• Understands the importance of teamwork and developing and maintaining cooperative relationships

• Exhibits service behaviors that include empathy and patience when communicating with customers. Ability to deal with conflict effectively

• Disciplined to follow scripts, while showing initiative to seek additional information as needed

• Demonstrates attention to detail

• Agile and adapts to new, different, or changing situations, requirements, or priorities

• Shares knowledge, skills, and expertise with others; collaborates with others

• Ability to meet and/or exceed established goals within set training timeline

Physical Demands & Work Environment:

• Ability to use a personal computer, call center phone and other standard office equipment

• Ability to sit and/or stand for extended periods (75%-90%)

• Able to perform in a dynamic/fast paced work environment