Customer Care Specialist (Claims)

Boca Raton, Florida (US)
$55K-$65K
Jan 24, 2024
Mar 24, 2024
Customer Service
Full Time
Hybrid

Customer Care Specialist (Claims)

Summary:
Our client is looking for a Customer Experience Specialist! Collaborate with the Claims Customer Care Manager and Claims Business Processing Vendors to enhance customer satisfaction through process improvements. Occasional travel may be required.

Responsibilities:
- Develop and document processes for outsourced resources.
- Create and maintain department procedures and training materials.
- Audit calls and transactions, providing quality feedback and issue resolution.
- Facilitate meetings with vendor management and conduct training sessions as needed.
- Identify system issues and initiate corrective action.
- Make recommendations to improve claims systems and enhance customer experience.
- Support Claims Call Customer Care Department processes and operations.
- Respond to vendor inquiries and exception requests, making decisions as appropriate.
- Identify service/processing trends, evaluate processes, and implement changes.
- Assist with management reporting and catastrophe response support.
- Undertake other projects as needed and assigned.

Requirements:
- Minimum 5 years of Customer Service experience.
- Proficiency in MS Office (Word, PowerPoint, Excel).
- Florida Insurance license (6-20 or 2-20).

Preferred Qualifications:
- Call center quality assurance knowledge and experience.
- Previous experience in call center leadership.
- Property & Casualty knowledge, preferably in homeowners' insurance.
- Familiarity with SharePoint and OneDrive collaborative resource systems.

Skills:
- Attention to detail and organizational skills.
- Time management and problem-solving abilities.
- Strong analytical skills.
- Excellent communication skills, both orally and in writing.
- Procedural writing and process management/improvement skills.
- Strong leadership skills and ability to facilitate meetings.

Core Competencies:
- Innovation Mindset.
- Interpersonal Savvy.
- Functional/Technical skills.
- Proactive and "can-do" mindset.

Join us in creating exceptional customer experiences!

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