PEAK6 · 1 day ago
Senior Customer Service Rep- Workers' Compensation
United States
Full-time
Remote
Mid, Senior Level
3+ years expFOCUS provides cloud-based administration solutions for P&C insurance companies and is seeking a Senior Customer Service Rep for Workers' Compensation. This role is responsible for delivering high-quality service to insureds and agents, managing a variety of servicing functions for workers' compensation accounts, and ensuring compliance with regulatory standards.
Financial ServicesInformation TechnologyTrading PlatformVenture Capital
Responsibilities
Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies, including:
Policy document and endorsement requests
Complex billing inquiries and audit-related questions
Renewal reviews and policy status updates
Claims inquiries by directing customers to the appropriate claims resources and adjuster contacts
Cancellation and reinstatement inquiries
Communicate professionally and effectively with insureds, agents, and underwriting partners to:
Confirm renewal processing and binding status
Provide timely billing, audit, and service request updates
Review potential cancellations and explain policy status
Address general workers’ compensation coverage questions within authority
Support agents by preparing policy documentation, coordinating service requests, and managing service needs for both voluntary and assigned risk policies, ensuring a consistent, high-quality customer and agent experience
Process and manage workers’ compensation policies, including new business, renewals, voluntary, and assigned risk accounts, ensuring accuracy, completeness, and timely delivery to policyholders and agents
Review policy information for correctness, including payroll, classifications, billing setup, and endorsements, and resolve discrepancies as needed
Maintain thorough and compliant documentation of all servicing activity, ensuring clear audit trails and adherence to regulatory and service standards
Proactively follow up on outstanding items, coordinating across teams as needed to ensure all service requests are resolved within established timelines while effectively managing multiple priorities
Ensure all workers’ compensation servicing activities (including voluntary and assigned risk policies) are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards
Maintain high quality and accuracy across calls, chats, emails, and task processing while effectively multi-tasking and prioritizing competing requests
Identify trends, recurring issues, or process gaps and escalate appropriately to support continuous improvement
Actively participate in training, updates, and cross-functional collaboration to remain current on product knowledge, billing practices, audits, and service expectations
Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources for claim status and bill payment
Document claim-related inquiries and guidance provided, ensuring accurate records and timely communication as needed
Qualification
Required
3–5 years of progressive experience within the workers' compensation insurance industry
Prior call center and or high-volume customer service experience is a plus
Experience handling customer inquiries via chat, providing timely, accurate, and professional responses while maintaining engagement and service quality
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Experience with management systems such as ImageRight or similar platforms
Ability to operate office equipment: scanners, copiers, fax machines, calculators
Accountability: Owns outcomes and meets expectations with integrity
Client Service Orientation: Acts promptly and professionally to resolve client needs and improve satisfaction
Communication: Communicates clearly in verbal and written formats
Problem Solving: Gathers relevant information and proposes practical, timely solutions
Technical Acumen: Understands and applies technical knowledge of P&C insurance in client-facing discussions
Sales Insight: Applies consultative selling and identifies opportunities to offer additional value
Organization: Manages multiple priorities in a fast-paced environment while meeting deadlines
Professionalism: Exhibits respect, tact, and accountability under pressure
Team Support: Fosters collaboration and assists team members as needed
Preferred
Bilingual (English/Spanish)
Benefits
Medical, Dental, Vision, Life, Pet; Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
Short and Long-Term Disability
Employee Support Programs, Including Mental Health
Tuition Reimbursement
Matching Charitable Gift Program
Lucrative Referral Program
Commuter Benefits
Flexibility: Remote and Hybrid Opportunities Available
Company
PEAK6
We're In The Business Of What Ought To Be The business of doing, creating, and building the world the way we see fit.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
J
Judi Hart
Chief Executive Officer at We Insure
Recent News
2025-01-16
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Austin Business Journal
2024-02-01
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