Claims Concierge

Position Overview:

Claims Concierge Support is responsible for managing projects from beginning to end. This person will be able to handle disputes diplomatically and will be a master of communication. Day-to-day tasks include assignment/claim intake via phone, email, and job management platforms, as well as data entry during an assignment's life cycle. Members of this team interface with a wide variety of high profile insurance carrier and commercial client teams and our network of property restoration service contractors.

Key Responsibilities:

• Answer phones, handle incoming calls, and place outgoing calls to adjusters,  contractors,  customers,  and  clients/adjusters.
• Communicate effectively via phone, job notes, and email
• Receives, reviews and dispatches new jobs to contractors based on job type and location.
• Monitor and manage restoration projects in our claims portal and/or third-party software.  Communicate with all involved parties regarding job status and to answer questions.
• This position requires knowledge about each program’s guidelines and ensuring the providers adhere to the specific program guidelines per claim.
• Ensuring all required documentation is uploaded to our system within the required Service Level Agreements.
• Work closely with the Quality Assurance department on the review of estimates and supporting documentation, and provided all documents to the client/adjuster as required by the program.
• Coordinate and collaborate with all internal departments.
• Attendance during scheduled work hours is required.
• After-hours on-call rotation duties required.

 
Required Skills

• Comfortable dealing with highly emotional or stressful environments.
• Oral Communication–Speaks clearly and persuasively in positive or negative situations. Able to effectively calm excited customers, use questioning to accurately identify the type and extent of problem, and describe the steps that will be taken. Adaptable and able to think on his / her feet.
• Written Communication–Writes clear, precise, well organized letters, proposals, and emails. The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar.
• Process Orientation–Approaches tasks with an understanding of the overall set of steps involved in completing the work. Awareness of what is required for them to complete their job and what others require.
• Continuous improvement mindset–is always thinking about ways to improve and streamline business processes.

 Qualifications:

• Proven experience in task-oriented communication.
• Ability to communicate effectively and pivot between different systems.
• Intermediate to advanced proficiency in using computers and computer software, primarily Google Suite.
• Prior logistical experience with payment processing and communication
• Excellent organizational skills, accuracy, and attention to detail
• Initiative and ability to multi-task

Additional Requirements:

• Above average keystroke speed and accuracy
• High level of professionalism
• Ability to work under pressure in a fast paced environment and maintain a positive demeanor
• Ability to work independently or in a team environment
• REQUIRED - Previous experience in customer service roles.
• REQUIRED - Previous remote work experience and demonstration of high work ethic
• REQUIRED - Reliable Internet connection
• PREFERRED - Previous experience using a CRM or claim/job management software.
• PREFERRED - Prior experience with Property Insurance Claims.
• PREFERRED - Prior experience in property restoration or property insurance industries