Claims Customer Experience Specialist

Reserv Claims Analysis, LLC; Atlanta (GA); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Generous PTO

Family leave

Remote work option

Equipment provided

Job summary

Reserv is seeking a Customer Experience Specialist to support customers through the insurance claims journey. You will handle phone and email inquiries, provide empathetic guidance, and ensure a smooth experience for all involved parties as they navigate claims.

Ideal candidates bring insurance/claims knowledge, strong communication, and the ability to work in a fast-paced environment while maintaining data integrity across internal systems.

Qualifications

• High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus.
• Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced.
• Strong knowledge of multi-line insurance claims processes, terminology, and best practices.
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers.
• Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately.

Responsibilities

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels.
• Anticipate the customer needs and take action to manage the process to full resolution.
• Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims.
• Develop and maintain a solid understanding of multi-line claim procedures to provide accurate and consistent information to customers.
• Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols.
• Identify and address customer concerns, complaints, and disputes with empathy and professionalism.
• Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions.
• Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience.
• Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

Skills

Customer service

Call center

CRM systems

Insurance claims

Active listening

Communication

Education

High school diploma

Bachelor’s degree (plus)

Tools

CRM software

Job description

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.

Location Requirement

Candidates must reside in an eligible U.S. state throughout employment. We are unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States.

About the role

As a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process. You will handle phone and email inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in multi-line insurance and claims will enable you to deliver exceptional, empathetic assistance.

What you'll do

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels
• Anticipate the customer needs and take action to manage the process to full resolution
• Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
• Develop and maintain a solid understanding of multi-line claim procedures to provide accurate and consistent information to customers
• Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols
• Identify and address customer concerns, complaints, and disputes with empathy and professionalism
• Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions
• Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience
• Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times

Qualifications

• High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus
• Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced
• Strong knowledge of multi-line insurance claims processes, terminology, and best practices
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers
• Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately
• Strong problem-solving and critical-thinking abilities
• Proficiency in using customer relationship management (CRM) systems and other relevant software applications
• Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure
• Strong organizational and time management skills to prioritize tasks and meet deadlines effectively
• Must be able to obtain designated home state claim adjuster license in 60 days
• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!