Under moderate supervision, this position serves as the initial point of contact for customers who have incurred a loss. Responsible for accurately and efficiently capturing first notice of loss information and responding to customer inquiries. Applying business knowledge, effectively assess and route information/calls accordingly. Provides a superior customer experience while maintaining a high level of professionalism and productivity. This job does not lead others.
Work from home location; schedule will be 2nd shift. Qualified candidates must live within one (1) hour of the downtown Buffalo area in order to periodically attend staff meetings and training sessions.
The initial training session for this position runs seven (7) weeks, Monday-Friday, 8:00 am-5:00 pm, beginning Thursday, April 21, 2016.
Answers inbound calls to meet customer needs by responding to questions, redirecting customers to appropriate department/professional, or promptly escalating urgent claims according to the established Escalation Charter. Captures first notice of claim loss information from customers via multiple channels accurately and efficiently by utilizing the claim multi-line system. Assesses a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business. Actively listens and responds articulately to customer needs. Modifies communication style to provide a positive, consistent, empathetic and thorough customer experience. Makes effective use of technology to navigate numerous systems and platforms simultaneously to accurately access and input information. Builds and maintains customer satisfaction and trust when effectively applying learned product and systems knowledge. Promptly notifies Team Leader and/or Unit Manager of any outstanding or unusual issues concerning external or internal parties and systems. Provides support to business leaders and the enterprise as business needs arise. Other duties as assigned.
High school diploma or GED required Working knowledge using personal computers and inputting data (76 keystrokes/minute with minimal errors)
-Customer Focus: Consistently provides an exemplary customer experience by respecting customer needs and attentively addressing customer priorities. Maintains professionalism and courtesy in a demanding, fast-paced environment. (Advanced) -Communication: Skillfully listens to customer with empathy and asks concise clarifying questions to draw information. Reads customer cues and tailors communication and approach when appropriate. (Intermediate) -Change Management/Resilience: Maintains composure, flexibility and effectiveness as business needs arise. Demonstrates ability and ease in adhering to a structured and strict daily schedule. (Intermediate) -Continuous Learning: Gains, absorbs and applies new information to identify and address own learning and development needs to keep skills up to date as a claim professional. (Basic) -Credibility: Demonstrates behaviors that are characteristic of personal responsibility, reliability and trustworthiness. (Intermediate) -Technology: Uses, leverages, and maintains proficiency with corporate and job-related technology as it evolves (e.g., hardware, software, business unit applications, and systems tools). (Intermediate) -Information Management: Locates, collects, reviews, organizes, retrieves, maintains and distributes information and data. Follows information collection, retention and storage procedures and knows what information must be gathered. (Basic) -Planning & Organizing: Establishes a plan/course of action and contingencies for self to meet current or future goals. Exhibits time management and self-organization skills. (Basic) -Teamwork: Understands the principles and importance of teamwork and develops productive relationships within unit. (Basic)