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DUTIES & RESPONSIBILITIES
To achieve Level V status, rep must have expert knowledge of processes for all claim types.
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- Handle escalated calls.
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- Assist with monitoring call queue; use TASKE to monitor staffing on phones; watch for strobe light blinking and take immediate action to ensure calls are handled. Responsibility for team goal of remaining at 1.5% or below abandonment rate with average speed of answer at 30 seconds or below
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- Manage distribution of documents presented to client for payment either by check or credit card; includes daily status report and close observation of credit card payments during the day to ensure all are paid by close of business
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- Stop pay/reissue of checks.
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- On an as needed basis, serve as back-up for windshield dispatch, appraiser dispatch, Stone Eagle, QC, check processing cycles, and credit card payments.
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- During peak periods, answer incoming calls from a queue; respond to/ resolve claims in accordance with department policy/procedure
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- Make outbound phone calls to gather missing information
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- Keep up to date on department policy/ procedure updates and changes
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- Other duties as requested
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QUALIFICATIONS:
- Prior claims processing experience and experience in leadership role; a substitution for this qualification is demonstrated proficiency as claims processor, and superior knowledge of the claims process
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- Two years of customer service and call center experience
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- Typing of 40 wpm
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- Proficiency in MS office and Windows-based applications
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- High school diploma / GED
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- Ability to work independently
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- Ability to multi-task
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- Proficiency with fax machine, copier, printer, telephone
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- Excellent time management skills
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- Excellent written and verbal communication
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- Excellent dispute resolution/ customer service skills
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- Strong interpersonal and leadership skills
If interested please send resumes to rvela@sedonagroup.com
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