ESIS Recovery Representative

JOB DESCRIPTION

Insure Technical Excellence


* Includes maximum collection on all files through appropriate actions and decisions such as telephone contact, the proper handling and documentation of mail, including placing pertinent documents into the Apollo system, timely follow up, and effective use of the RSI diary date system.


* May be responsible to allocate checks to the PCRS system.


* Must be in compliance with the FDCPA at all times.


* Maintain ACA Certified Collector Certification.


* Must maintain a pass rating of 90% or better on the QR self-reviews.


* Comply with RSI best practices.


* VISA Vendor Management process, acting as a liaison between the Collections Vendors and Chubb/ESIS Claim Team.

Must demonstrate the ability to adapt to change as our focus changes from collections to vendor management.


* Must demonstrate the ability to organize work effectively, and complete daily tasks in the most efficient manner possible.


* Shows the understanding of business processes used in unit and provide feedback or suggestions on how to improve those processes.


* Must show the ability to prioritize work , placing emphasis on critical tasks rather than treating everything as equally important.


* Identify when processes or tasks need to be changed, then communicating those changes to management including the reasons why, and the benefits for the process change.


* When placing a file in preliminary with a question, a suggestion should be included regarding the best way to resolve the issue.


* Must show the ability to move files forward toward resolution rather than just issuing another letter or attempting another call.


* Manage AS400 Queue within the 30 day standard.

Customer Service


* Must deliver a high level of Customer Service to both Clients and Customers.


* Demonstrates ability to manage and direct file reviews.


* Consistently respond in a timely & appropriate manner to customer inquiries.


* Maintain positive relations with accounts.


* Maintain positive results on SAS/EASE instructions.


* Ability to work with Team Members and Clients.

Leadership


* Display a positive attitude and support teamwork within your team/office.


* Maintain appropriate attendance and embrace change in the workplace.


* Improve job knowledge by engaging in self-development and sharing knowledge with co-workers.


* Actively train and mentor less seasoned claims representatives.


* Serve as "back-up" to Team Leader and handle special projects.


* Communicate any claims or customer service issues promptly to the proper resource, i.e.

CVP, Mgr., PLM, Team Leader, Account Executive, Client, etc.


* Develop competency to access claims within the new ECOS claim system and the Work View file system."

QUALIFICATIONS

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