Bilingual Claims Customer Experience Specialist

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Reserv Claims

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1 - 10 employés

☁️ SaaS

🤝 B2B

🤖 Intelligence artificielle

SaaS • B2B • Artificial Intelligence

Reserv Claims est un fournisseur de solutions SaaS B2B et un administrateur tiers (TPA) spécialisé dans la gestion des sinistres d'assurance IARD (Incendie, Accidents et Risques Divers). La société combine un moteur d'automatisation des sinistres alimenté par l'IA, un réseau d'experts sinistres formés, des flux de travail configurables et des solutions analytiques/API pour aider les assureurs, MGA et souscripteurs à traiter les sinistres plus efficacement et à obtenir de meilleurs résultats. Reserv met l'accent sur une infrastructure technologique moderne, des rapports basés sur les données, un service haut de gamme et des opérations mondiales en Amérique du Nord, au Royaume-Uni et dans l'UE.

Description

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels • Anticipate the customer needs and take action to manage the process to full resolution • Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims • Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers • Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols • Identify and address customer concerns, complaints, and disputes with empathy and professionalism • Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions • Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience • Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

🎯 Exigences

• High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus • Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced • Strong knowledge of insurance claims processes, terminology, and best practices • Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers • Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately • Strong problem-solving and critical-thinking abilities • Proficiency in using customer relationship management (CRM) systems and other relevant software applications • Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure • Strong organizational and time management skills to prioritize tasks and meet deadlines effectively • Must be able to obtain designated home state claim adjuster license in 60 days • Bilingual (fluent in Spanish and English).

🏖️ Avantages

• Generous health-insurance package with nationwide coverage, vision, & dental • 401(k) retirement plan with employer matching • Competitive PTO policy – we want our employees fresh, healthy, happy, and energized! • Generous family leave policy after 8 months of continuous work • Work from anywhere to facilitate your work life balance • Apple laptop, large second monitor, and other quality-of-life equipment you may want.