Contact Center Agent I

Receives and enters initial Notice of Loss information.

Analyzes information and proofreads system entry for accuracy.


* Education equivalent to graduation from high school and supplemental experience with the MS Office Suite including Excel & Word.


* Customer service experience or equivalent combination of education & experience including inbound call center experience preferred.


* Ability to work in a team environment and/or independently.


* Ability to support multiple clients across various channels and utilizing multiple systems simultaneously in a fast paced environment.


* Good interpersonal skills.


* PC literate, including Microsoft Office products.


* Must be a competent typist.


* Strong customer service skills.

#LI-EC1


* Creates claim files by entering initial loss report information into claim intake application.


* Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude, and a pro-active customer service approach.


* Responds to routine inquiries and directs other inquiries to appropriate resources.


* Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.


* Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application.


* Educates and informs the customer across multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.


* Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.


* Recommends new and/or improved procedures to enhance the customer experiences.


* Maintains a favorable and positive working relationship with internal and external customers.


* Directs customer calls to the appropriate contact at multiple locations or escalates to specialist as needed.


* Attains 90% rating or higher for Report Quality and Customer Service.


* Actively takes inbound calls for one or two lines of business.