Claims Customer Service Representative

Summary: A Claims Customer Service Representative (CCSR) is a member of the Customer Support Team (CST) within the Claims Department of a personal auto insurance company. The main role of a Claims CSR is to support the Claims Adjusters by handling a large volume of incoming calls. An essential function of a Claims CSR is to triage calls intended for the Adjusters based upon information within our proprietary claims systems.

Essential Job Functions:

• Answer up to 80 incoming calls a day
• Triage questions from Claimants, Insureds and their representatives meant for a Claims Adjuster based upon system notes
• Update claims system notes with current information obtained during phone conversations
• Provide excellent customer service
• Explain specific policy information to insureds when applicable
• Provide Adjusters with phone messages in a timely manner
• Make outbound calls to claimants as needed
• Responsible for other tasks assigned by management

Required Skills and Experience:

• Minimum of 5 years of work experience with 1 year of phone customer service experience
• Bilingual in English and Spanish, preferred
• Working knowledge of Microsoft Office – Word and Excel
• Minimum typing speed of 40 WPM
• Excellent verbal and written communication skills
• Strong organizational and analytical skills required

Education Requirements:

• High School Diploma or equivalent required