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Customer Service Representative II
4 months ago
Customer Service Representative II
American National supports talented and resourceful minds that have a passion for creating a customer focused environment. We believe in a solid work/life balance and are committed to providing our team members with a flexible and supportive work environment. Our Claims Customer Service Division offers the ability to work autonomously while encouraging collaboration amongst fellow team members and leadership. As a customer service representative II, you’ll be responsible for mentoring, accepting new claims, providing service referrals and serving as the first contact for our customers.
What will you do?
• Handles incoming calls from toll free numbers regarding multiple lines of business for Claims.
• Gathers information from callers to assist clients with their specific need or purpose of the call.
• Provides information to the correct department or organization based on their evaluation of the information obtained.
• Sets up claims and verifies coverages to provide initial services to assist with the customers’ immediate needs.
• Educates the caller about damage mitigation, escalating the call in appropriate circumstances.
• Makes a basic assessment of fault to qualify a claim for method of inspection or applicability of rental coverage.
• Assists the client in taking appropriate steps to get their vehicle moved to a safe location for inspection of damages.
Required Qualifications
• High School Diploma (required)
• Minimum of two years customer service experience.
• Excellent written and verbal communication skills (bilingual skills helpful)
• Prior customer service and/or call center experience (strongly preferred)
• Strong technical aptitude; training and experience with Microsoft Office products (preferred)
• Ability to work between the following hours: 7:30am - 6:30pm
Essential Functions
• Possesses and strengthens a working knowledge and understanding of applicable products, services, possibly systems, as well as procedures of all servicing departments within a particular business area and throughout the company.
• Strengthens their knowledge of what back-office tasks are needed, when, and for what duties, and begins to master multitasking and prioritizing those tasks, such as documenting files, preparing and sending letters/forms, and completing process workflows to complete client services.
• Handles or escalates client complaints, directing unresolved issues to the appropriate resource.
• Possesses a working knowledge of all data processing systems and software in disseminating policy status, policy data, and more to authorized parties to handle inquiries from all interested parties.
• Acts as a liaison between the company and external collections agencies; supplies payments and adjusts collections balances accordingly.
• Handles possible canceled policies and completes daily invoices.
• Performs basic accounting duties when collections are received; completes the ledger, reconciles, and generates Automated Clearing House (ACH) to external collection agencies (for approval and processing).
• Manages large amounts on incoming service inquiries received through a variety of communication channels. Handles or escalates client complaints, directing unresolved issues to the appropriate resource.
• Provides a verification of benefits (VOB) to providers, ensuring accurate policies and their respective coverages are being relayed and executed appropriately.
American National offers eligible employees and their families medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees also receive annually a bank of paid time off and paid holidays. We aspire to see people for what they bring to our corporate culture by supporting an inclusive work environment, including an emphasis on a healthy work-life balance, development opportunities, and a casual dress code.
American National is an established, stable, and successful multi-line insurance corporation that has provided financial strength and a sense of security to employees, customers and business partners since 1905. With focus on our organization’s values and cultural richness: Financial Strength, Integrity, Respect, Service and Teamwork (FIRST) and Agility, Collaboration, and Engagement (ACE) we continue to pursue our vision to be a leading provider of financial products and services for current and future generations.
