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Reserv · 2 days ago

Claims Customer Experience Specialist

United States

Full-time

Remote

New Grad, Entry Level

Reserv is an insurtech focused on creating AI and automation technology to enhance the claims process. The Claims Customer Experience Specialist will provide exceptional service to customers during their insurance claims journey, ensuring a smooth experience while handling inquiries and support.

ConsultingFinancial ServicesInsurance

Responsibilities

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

Qualification

Insurance knowledgeCustomer service experienceCommunication skillsCRM proficiencyProblem-solving skillsEmpathyActive listeningOrganizational skillsTime management

Required

High school diploma or equivalent is needed

Previous experience in customer service or a call center environment, preferably within the insurance industry, with a focus on 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

Preferred

Bachelor's degree or relevant insurance certifications

Benefits

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

Work from anywhere to facilitate your work life balance

Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!