Customer Service Representative Job

Primary Purpose:

Responsible to service the caller and/or mail correspondence with standard claims handling practices to successfully support the claims department to bring an opened claim to conclusion.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Effectively manage a large number of external and internal calls


• Identify and assess customer needs to achieve satisfaction and follow-up where needed to ensure resolution


• Provide accurate and complete information grounded on claim procedures and regulatory time frames


• Confirm status of policy coverages and the ability to generate the appropriate perils


• Perform follow-up work with callers and/or mail including insured's, claimants, brokers and/or providers to secure valuable information and/or provide updated status when relevant to the situation.


• Communicate vital information or secured paperwork to the handling adjuster or unit management timely


• Document claim activity utilizing Company approved claim log or manual/electronic activity log on all tasks performed

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines


• Must possess effective verbal and written communication skills


• Computer literate, able to assimilate to business applications on multiple platforms


• Minimum typing speed of 30 words per minute.


• Must perform well in high-energy, dynamic and team-orientated environments


• Ability to adapt to new situations and learn quickly


• Excellent interpersonal skills with the ability to establish a working relationship with individuals at varying levels within the organization


• Proficient in Microsoft Office (Word, Excel, Outlook)


• High School Diploma or general education degree (GED)

Desired Skills:

• Bi-Lingual preferably English/Spanish


• One or more years of experience in the Auto Insurance Industry, State Regulations


• College Degree or equivalent education, training or work-related experience