Claims Support Associate

Job Purpose

The Claims Support Associate position requires constant supervision and detailed verbal and/or written instructions. The Claims Support Associate provides support to customers, the call center, corporate offices, and internal departments through processing requests via chat, email, fax or through outbound calls.  They should be proficient at searching the knowledgebase for answers.  They are considered second line adjudicator’s and should be detail oriented to ensure we process claims correctly based on our documented processes the first time around.  Claims Support Associates need to be proficient at frontline processes as well as how to handle difficult and upset customers.  Claims Support Associates will be trained on one customer database system (ADT or Elita).  The Claims Support Associate reports to the Claims Supervisor in Home Solutions. 

Primary Job Accountabilities/
Responsibilities

Inbound contacts

• Receives support requests originating from front line agents, dealers, servicers, and customers via chat, fax, or email. Also work from internal departments via email and database queues.
• The Staff Claims Support Associate research customer contract information, case history, servicer notes, and Compass process documentation. 

Outbound calls

• Follow up via outbound call is provided to customer or agent as indicated by the system or procedure.
• The Staff Claims Associate will follow up via outbound call with customer/internal Assurant department/service provider if more information is needed to resolve their request, or if the steps to a resolution is too lengthy to explain via email or chat.  Follow-up is provided as often as necessary for issue resolution. 

Other

• Provide feedback to the Claims Supervisor on trends or issues with claims processes or providers
• Process credit card payments when necessary

·       May assist in taking front line customer calls in a rare situation in which achieving service level is in jeopardy.

 

Qualifications/Requirements

 

Basic Qualifications Required – Experience, Skills, and Knowledge

Basic qualifications must be (1) non-comparative (not based on a comparison of one individual with another); (2) objective (not based on the employer’s subjective judgment); and (3) relevant to performance of the job and consistent with business-related goals.

• Education : List the minimum level of education required in order for someone to perform this job)          
• Previous Experience : List the minimum number of years and type of experience required to perform the essential functions of the job.  For example Customer Care Position:  1 year experince in a customer service function.
• Knowledge and Skills: List the minimum level of knowledge & skills required for somone to perform the job

Other Requirements

• High School diploma or GED equivalent
• Minimum of 1 year call center experience.
• Minimum of 1 year customer service experience is required.
• Experience handling inbound/outbound calls and processing claims is required.
• Experience navigating multiple applications and documenting outcomes is required.
• Must have proven ability to be productive in a remote environment.

Other-

• Excellent Customer Service skills-Customer Obsessed
• A passion for helping others with a sense of urgency
• Ability to de-escalate and remain empathetic
• Advocate for our customers while balancing the T’s and C’s of the plan
• Follows high level processes and possesses the ability to articulate the processes to others
• Ability to collect data, define the problem, establish facts, and draw conclusions
• Strong understanding of company products and services
• Strong understanding of client contract and operations
• Make high impact decisions with direction
• Effectively manage a case load with timely and consistent updates
• Coordinate a solution with other departments/vendors
• Be able to navigate multiple applications simultaneously and document effectively
• Critical thinking and problem-solving skills
• Ability to determine customer needs
• Flexibility and willingness to embrace change
• Excellent verbal and written communication skills

 

Preferred Experience, Skills, and Knowledge

• Demonstrates professionalism when dealing with external and internal customers.
• Demonstrates a strong understanding of complex technical or functional information, products, and services
• Has a strong understanding of client contract and operations
• Analyze Problems and make decisions based on logical assumptions, facts, and resources available
• Adjusts actions in response to shifting priorities and rapid change.
• Actively seeks out and takes advantage of various ways to quickly gain new skills and expand one’s knowledge

Competencies:

• Analyze Problems and Make Decisions - Commits to a course of action after identifying and assessing alternatives based on logical assumptions, facts, resources, constraints and organizational values.
• Build Credibility and Trust - Adheres to Assurant values and high ethical standards of behavior by demonstrating respect, honesty, consistency and fairness when interacting with colleagues, customers, business partners and other stakeholders
• Collaborate with Others - Works effectively with others both within and across Assurant businesses, establishing and maintaining productive working relationships.
• Deliver Results - Tenaciously works to meet or exceed expectations by keeping self and/or others focused on achieving critical goals
• Demonstrate Resilience - Reacts positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles
• Learn Continuously - Actively seeks out and takes advantage of various ways to quickly gain new skills and expand one's knowledge
• Focus on Customers - Identifies and meets the needs of customers by building productive customer relationships and providing value in ways that increase customer satisfaction and loyalty.

If no application deadline is provided, this role may be a pipeline requisition, and we'll continue to collect applications on an ongoing basis, or there is no requirement for this information in the location where the role is posted.

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

AI and Biometric Usage
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process. Since we would like to know the real you, we require that all of our virtual interviews be conducted on video.

Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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