Responsibilities
- Serves as the initial contact for standard customer requests and questions about commercial audits and involuntary workers' compensation policies, handling extensive phone and email interactions with policyholders, agents, business partners, and third parties.
- Builds and maintains professional relationships with both external and internal customers while learning their service needs.
- Coordinates request activities with departments such as Underwriting, Billing, Premium Audit, and Claims to ensure efficient and quality service.
- Conducts basic research to address customer inquiries and requests.
- Identifies and engages the appropriate department, individual, or escalation path when unable to resolve an issue.
- Provides clear and detailed explanations to customers about audit results, policy-related questions, and other service needs.
- Collects, sends, routes, and documents forms, submissions, and other materials needed to support customer requests.
- Routes requests and submissions using appropriate systems for assignment and resolution.
- Documents required transactions and customer interactions accurately and in a timely manner.
- Identifies workflow gaps and recommends process improvements.
- Upholds customer care standards by meeting individual goals for work quality, phone and email handle time, adherence, and reliability.
- Cross-trains among other departments as business needs require.
Requirements
- Excellent oral, written, and interpersonal communication skills
- Ability to multitask in a fast-paced, structured team environment
- Ability to communicate effectively with individuals at all levels both within and outside the organization
- Intermediate skill level in Microsoft Office applications, including the ability to open, create, and modify documents, spreadsheets, and email, and to enter or retrieve information using various applications and systems
- Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of departmental policies and procedures
- Must be able to acquire and maintain company and department Work at Home requirements, including a dedicated room with a desk, a safe and quiet professional work environment, and wired high-speed internet through cable, fiber, or DSL service
Nice to Have
- Minimum of 1–2 years of relevant customer service or administrative experience preferred
Benefits
- Comprehensive benefits
- Workplace flexibility
- Professional development opportunities
- Opportunities provided through Employee Resource Groups
Other
- Hours of operation are Monday through Friday, 8:00 a.m. to 8:00 p.m. EST.
- Employees must be flexible to work within these hours, as well as some holidays.
- Most employees will work no later than 7:00 p.m. local time and will not start prior to 8:00 a.m. local time.
- Attendance is critical to success in this role and is 100% mandatory for the duration of training.
- Participation, performance, schedule adherence, and attendance will be continually assessed throughout training and throughout employment.
- We are currently unable to consider candidates residing in AK, CA, HI, IL, NY, NV, or WA.
