Claims Customer Service Representative

Job Responsibilities Include:

• Primary responsibility for answering phones, taking FNOL's, and providing claim status updates.
• Assign property claims to oversight adjusters & I/A's following department procedures.
• Research Underwriting file for applicable coverage forms and endorsements and include with FNOL in claim file.
• Verify policy is active and communicate with underwriting if cancellation documentation is needed.
• Send underwriting alerts when appropriate.
• Send policy forms, endorsements or dec pages to PMA as requested.
• Process new claims through Image Right workflow.
• Enter new claims in Finys.
• Understand Image Right workflows within the department.
• FNOL workflows
• Mail index & re-indexing workflows
• Diary
• Non-task workflows, i.e. check scanning
• Process checks, reconcile against batch report, and prepare for mailing.
• Scan mail, checks, and other documents into workflows, and confirm accurate capture of data.
• Understand basic claims process and clearly explain to insureds and agents.
• Understand basic policy coverages.
• Be able to use Image Right and Finys in conjunction with claim support functions.
• Provide daily support to remote and on-site adjusters.
• Provide support to remote and on-site adjusters by assisting with compliance letters on diary.
• Type or format correspondence and form letters in Finys and Word.
• Create or Update Adjuster, Expert, and Attorney Contact in Finys as needed or requested.
• Obtain W-9 for newly created Contact. Identify 1099 status using W-9 and accurately capture data in all pertinent fields in Finys.
• Work with accounting dept to request stop pays and void checks in Finys as needed or requested.
• Re-issue loss and expense checks as needed or requested.
• Forward correspondence to PMA for auto claims, and worker's comp claims.
• Use PMA CINCH system in connection with W/C and C/A claims.
• Deliver timely, quality customer service in all aspects of job position.
• Willingness to work outside of normal hours during catastrophic weather events.
• Other jobs as assigned.
• Is expected to keep confidential all information obtained during employment.

Job Competencies:

• Maintain and display a positive attitude at all times
• Strong Customer Service Skills
• Excellent Verbal and Written Communication skills
• Claims and Insurance Education to keep current with Industry Standards, and internal policy form changes or adoption of new policy/coverage forms
• Ability to multi-task, and shift between priorities as needed throughout the workday
• Ability to work well both independently and in a team environment
• Planning, Organizing, and Time Management skills
• Computer Skills – Excel, Word, Power Point, and ability to learn insurance systems

Education or Equivalent Job Experience:

• High school diploma or equivalent with 1 to 2 years office experience or a 2 or 4 year College degree
• Insurance company or Agency experience is a plus
• Bilingual skills are a plus