Claims Support Associate

Assurant, Inc.; Buenos Aires; Remote; ARS 62,071,000 - 78,725,000; Full time

Job summary

Assurant, Inc. is seeking a Claims Support Associate to assist customers and internal teams via chat, email, fax, or calls. You will search knowledge bases, adjudicate frontline processes, and handle difficult interactions with professionalism.

Ideal candidates have at least 1 year in customer support or call centers, strong communication, and the ability to work productively from a remote environment.

Qualifications

• High School diploma or GED equivalent.
• Minimum of 1 year call center experience.
• Minimum of 1 year customer service experience is required.
• Experience handling inbound/outbound calls and processing claims is required.
• Experience navigating multiple applications and documenting outcomes is required.
• Must have proven ability to be productive in a remote environment.

Responsibilities

• Receives support requests from front line agents, dealers, servicers, and customers via chat, fax, or email.
• Research customer contract information, case history, servicer notes, and Compass process documentation.
• Follow up via outbound call is provided to customer or agent as indicated by the system or procedure.
• Follow-up is provided as often as necessary for issue resolution.
• Provide feedback to the Claims Supervisor on trends or issues with claims processes or providers.
• Process credit card payments when necessary.
• May assist in taking front line customer calls in a rare situation in which achieving service level is in jeopardy.

Skills

Customer service

Communication skills

Empathy

Problem solving

Remote work

Education

High school diploma or GED

Job description

Job Purpose

The Claims Support Associate position requires constant supervision and detailed verbal and/or written instructions. The Claims Support Associate provides support to customers, the call center, corporate offices, and internal departments through processing requests via chat, email, fax or through outbound calls. They should be proficient at searching the knowledgebase for answers. They are considered second line adjudicator’s and should be detail oriented to ensure we process claims correctly based on our documented processes the first time around. Claims Support Associates need to be proficient at frontline processes as well as how to handle difficult and upset customers. Claims Support Associates will be trained on one customer database system (ADT or Elita). The Claims Support Associate reports to the Claims Supervisor in Home Solutions.

Primary Job Accountabilities/
Responsibilities

Inbound contacts

• Receives support requests originating from front line agents, dealers, servicers, and customers via chat, fax, or email. Also work from internal departments via email and database queues.
• The Staff Claims Support Associate research customer contract information, case history, servicer notes, and Compass process documentation.

Outbound calls

• Follow up via outbound call is provided to customer or agent as indicated by the system or procedure.
• The Staff Claims Associate will follow up via outbound call with customer/internal Assurant department/service provider if more information is needed to resolve their request, or if the steps to a resolution is too lengthy to explain via email or chat. Follow-up is provided as often as necessary for issue resolution.

Other

• Provide feedback to the Claims Supervisor on trends or issues with claims processes or providers
• Process credit card payments when necessary

May assist in taking front line customer calls in a rare situation in which achieving service level is in jeopardy.

Qualifications/Requirements

Basic Qualifications Required – Experience, Skills, and Knowledge

Basic qualifications must be (1) non-comparative (not based on a comparison of one individual with another); (2) objective (not based on the employer’s subjective judgment); and (3) relevant to performance of the job and consistent with business-related goals.

• Education : List the minimum level of education required in order for someone to perform this job)
• Previous Experience : List the minimum number of years and type of experience required to perform the essential functions of the job. For example Customer Care Position: 1 year experince in a customer service function.
• Knowledge and Skills: List the minimum level of knowledge & skills required for somone to perform the job

Other Requirements

• High School diploma or GED equivalent
• Minimum of 1 year call center experience.
• Minimum of 1 year customer service experience is required.
• Experience handling inbound/outbound calls and processing claims is required.
• Experience navigating multiple applications and documenting outcomes is required.
• Must have proven ability to be productive in a remote environment.

Other-

• Excellent Customer Service skills-Customer Obsessed
• A passion for helping others with a sense of urgency
• Ability to de-escalate and remain empathetic
• Advocate for our customers while balancing the T’s and C’s of the plan
• Follows high level processes and possesses the ability to articulate the processes to others
• Ability to collect data, define the problem, establish facts, and draw conclusions
• Strong understanding of company products and services
• Strong understanding of client contract and operations
• Make high impact decisions with direction
• Effectively manage a case load with timely and consistent updates
• Coordinate a solution with other departments/vendors
• Be able to navigate multiple applications simultaneously and document effectively
• Critical thinking and problem-solving skills
• Ability to determine customer needs
• Flexibility and willingness to embrace change
• Excellent verbal and written communication skills

Preferred Experience, Skills, and Knowledge

• Demonstrates professionalism when dealing with external and internal customers.
• Demonstrates a strong understanding of complex technical or functional information, products, and services
• Has a strong understanding of client contract and operations
• Analyze Problems and make decisions based on logical assumptions, facts, and resources available
• Adjusts actions in response to shifting priorities and rapid change.
• Actively seeks out and takes advantage of various ways to quickly gain new skills and expand one’s knowledge

Competencies:

• Analyze Problems and Make Decisions - Commits to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organizational values.
• Build Credibility and Trust - Adheres to Assurant values and high ethical standards of behavior by demonstrating respect, honesty, consistency and fairness when interacting with colleagues, customers, business partners and other stakeholders
• Collaborate with Others - Works effectively with others both within and across Assurant businesses, establishing and maintaining productive working relationships.
• Deliver Results - Tenaciously works to meet or exceed expectations by keeping self and/or others focused on achieving critical goals
• Demonstrate Resilience - Reacts positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles
• Learn Continuously - Actively seeks out and takes advantage of various ways to quickly gain new skills and expand one's knowledge
• Focus on Customers - Identifies and meets the needs of customers by building productive customer relationships and providing value in ways that increase customer satisfaction and loyalty.