Service Center Associate-12

PRIMARY PURPOSE: To expedite the Customer Service claims application process; to ensure correct case assignment; and to act as a customer liaison in assisting the customer with the correct contact person to resolve problems and/or questions.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Assigns new claims to the appropriate claims handler.
• Enters verbal and written application information that meets both the internal and external customers' requirements accurately into the claims management system.
• Contacts the customer by telephone, written correspondence and/or the claims system regarding documentation required to process a claim, required time frames and claim status.
• Communicates clearly and professionally with the customer by telephone and/or written correspondence regarding all aspects of claims process.
• Participates in and maintains a quality service culture within the Customer Service Team.
• Attendance during scheduled work hours is required.
  
  Schedule: Regular work hours are 10:30 AM – 7:00 PM EST. During peak or busy seasons, schedule shifts to 11:30 AM – 8:00 PM EST and will include weekend work as required
  

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

QUALIFICATIONS

Education & Licensing

High school diploma or GED required.

Experience

One (1) year of clerical or customer service experience or equivalent combination of education and experience preferred.

Skills & Knowledge

• Excellent oral and written communication
• PC literate, including Microsoft Office products
• Good customer service skills
• Strong organizational skills
• Good interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.