Complaints Analyst investigating and responding to customer complaints for Coinbase. Collaborating with legal teams and optimizing internal processes for a growing crypto platform.
About the role
- Claims Analyst at Travel Insured International providing customer support for travel protection claims. Reviewing claims, processing requests, and ensuring superior customer service while adhering to SLAs and regulations.
Responsibilities
- Corresponds through verbal/written communication with policyholders, claimants, travel coordinators, etc. to gather important information to support claim decision
- Serve as a customer advocate in all interactions to provide an outstanding customer experience
- Review, assess, and process claims with adhering to established SLAs
- Prompt responses to all status calls (next business day standard)
- Maintain SLAs on DOI, Attorney Demand and BBB complaints
- Deliver complete, timely, and accurate work
- Thoroughness of file documentation of spreadsheets and diary
- Minimum number of claim appeals overturned due to analyst error
- Manage work queue independently
- Take ownership of claim decisions and work queue
- Communicate effectively both written and verbal
- Recognize fraud and subrogation opportunities and refer to appropriate expert
- Consistently provide high-level customer service
- Adhere to documented procedures
- Demonstrate reliability (attendance, punctuality, time management)
- Show respect for co-workers and external contacts (customers, agents, third party providers, etc.)
- Show commitment to supporting team goals (e.g. eliminating backlogs, adherence to Work Force Management)
- Participate in Operations and Companywide initiatives (Focus Groups, Pilots, System Enhancements)
- Be a positive influence in the unit and exhibit professionalism
- Leadership (willingness to put forth ideas to improve unit performance)
- Willingness to accept constructive criticism (coachable)
- Support of Team TII or other community initiatives
- Continuous acquisition, development, and refinement of your skills as a claim professional
- Embrace and practice Pete’s Principles
Requirements
- Bachelor’s degree or equivalent work experience preferred, high school diploma/GED and 3+ years of experience required
- Strong computer literacy with demonstrated keyboard skills, solid knowledge of technology used for claims administration, and familiarity with Microsoft office software and Cloud base systems
- Prior customer service experience, within a claim environment a plus
Benefits
- Competitive compensation package
- Generous 401K employer match
- Employee Stock Purchase plan with employer matching
- Generous Paid Time Off
- Excellent benefits that go beyond health, dental & vision
- Programs focused on your whole family’s wellness including your physical, mental and financial wellbeing
- Tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
- Dynamic, ambitious, fun and exciting work environment
- Matching donation program, volunteer opportunities, and an employee driven corporate giving program
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