Claims Service Representative (ECS)
Opta Information Intelligence
6d ago

Company :

ClaimsPro LPClaims Service Representative (ECS)

Job Description :

Role Summary The key focus of this position is to provide immediate and customer-focused assistance to policy holders who are reporting insurance claims.

The CSR must document initial loss details and activities to ensure that the caller’s experience timely and service-oriented disposition of calls.

  • Please note that the hours of work are operationally dependent and based on a rotating schedule over 24 hours per day / 7 days per week Preference will be given to candidates who have successfully completed the following Insurance Institute courses -
  • Essentials of Loss Adjusting (C110), Automobile (C14), Property (C12) and Principles and Practices (C11) Competencies required to succeed This role requires someone with high attention to details and enjoys doing things in a systematic way, while at the same time able to effectively deal with a high-

    pressure work environment and meeting deadlines.He / she must :

  • Be action / results oriented, with ability to take initiative
  • Possess strong written and verbal communication skills
  • Have mature and friendly disposition in dealing with pressures at work
  • Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service / assistance
  • Have intermediate computer skills and ability to learn new computer system
  • Professional demeanor and strong customer service & interpersonal skills (pleasant and friendly mannerism; ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization;
  • Excellent organizational skills / ability to prioritize / to follow instructions as well as take responsibility for their actions
  • Able to work in fast paced, evolving environment Responsibilities
  • Sign into phone queue and answer calls in accordance with client call scripts
  • Intake, setup and triage claims via email, fax, web submission, and telephone
  • Ensure claims are setup up accurately as per account instructions
  • Ensure claims are fully assigned within target timeframe
  • Review ECS call report and ensure call has terminated properly and forward accurate and complete call reports as required
  • Triage property loss in accordance with severity scale
  • Arrange for contractor and vendor assignments
  • Arrange for the dispatch of field adjusters or vendor partners when required
  • Maintain database of service lapses reference for root cause, report trends and make recommendations to Management
  • Complete daily invoicing of client specific invoices
  • Achieve and maintain established service level metrics
  • Other duties as assigned Education, knowledge and experience required
  • Post-secondary education
  • Minimum 3 years previous experience in an administrative / customer service role
  • Knowledge of insurance / service industry or related experience preferred
  • Strong computer and telephone skills with an aptitude / ability to learn
  • Effective communication skills both written and verbal French is an asset Environment / Work Conditions SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities.
  • Accommodations are available on request for candidates throughout the recruitment and assessment process

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