Primary Purpose:
Answer questions pertinent to an existing insurance claim (e.g., borrower has questions about their property damage claim, etc.) and determine appropriate course of action. Initial loss taking and claim set-up includes but is not limited to: recognizing and opening appropriate exposures based on facts of loss; documenting specific details of loss in our claims systems, validation claim assignment, using judgment and initiative to determine what additional service or assistance is warranted under the particular call and transferring the caller to the appropriate claim representative and/or work group. Responsible for handling new loss reports ranging from severe property damage to minor damage to the home. Responsible for maintaining and growing a relationship between Integon Service Co and current policyholders. Also responsible for focusing on the needs of loss participants.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
- Communicate effectively with internal and external customers
- Identify the customer's need and respond appropriately and efficiently with a sense of urgency
- Follow established guidelines specific to each claim report or inquiry
- Locate, confirm and document appropriate information, which may entail multiple systems
- Remain current on constant process updates and technology used within the company
Minimum Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High School diploma (or GED), or international equivalent for Mexico
- Bilingual proficiency (English and Spanish) with excellent grammar
- Must possess effective verbal and written communication skills
- Demonstrates professional phone etiquette
- Demonstrates a working knowledge of departmental organizational structure/function
- Demonstrates a basic understanding of the insurance industry
- Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
- Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
- Ability to resolve conflicts and empathize with customers is critical
- Type 30 wpm
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- High degree of initiative, mature judgment, and discretion
Desired Skills:
- Demonstrates working knowledge of the claim system(s) - Preferred, not required
- Demonstrates a familiarity with company policies/ procedures
- Demonstrates an understanding of the unit's processes, work practices and procedures and their relationship to other functions
- Demonstrates a thorough understanding of the Integon brand and ability to exhibit behaviors associated with it
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.
