Customer Support Representative helping customers with inquiries and feedback in the fintech industry. Providing support through phone, email, and live chat, ensuring customer satisfaction.
About the role
- Supervising Extended Hours Service operations for Erie Insurance handling claims inquiries. Managing personnel and ensuring efficient service delivery in customer support roles.
Responsibilities
- Supervises all activities of the Extended Hours Service to ensure that Policyholder and claimant loss reports and claims inquiries are handled in a prompt and efficient manner.
- Assists FNOL Representatives with claims questions or issues.
- Manages overall operations of designated area of authority.
- Interviews, hires, trains and directs personnel.
- Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
- Establishes and maintains all staffing schedules.
- Forecasts staffing and recommends solutions based on historical data and industry standards, in order to meet changing responsibilities and duties.
- Directs the resolution of Policyholder, claimant, and Agent inquiries, service needs, or complaints related to loss reports, material damage or rental assignments, and claim inquiries.
- Also directs inside claims representatives in the absence of their supervisors.
- Works with Vice President to establish, implement, and monitor strategic policies and procedures that are aligned with Company directives to further the service capabilities of the section.
- Reviews section procedures and recommends methods to better coordinate work flow for maximum overall efficiency.
- Responds to inquiries and written correspondence from Employees, Agents, Policyholders, and internal departments regarding issues, including claims and technical or procedural issues for clerical tasks.
- Validates the work of Employees to ensure quality and quantity standards are met.
- Identifies training needs as required.
Requirements
- Bachelor’s degree and two years of related insurance operations, call center, or claims handling experience required; or Associate’s degree and three years of related insurance operations, call center, or claims handling experience required; or High school diploma or GED and five years of insurance operations, call center, or claims handling experience required.
- Additional Experience Supervisory experience preferred.
- In depth knowledge of ERIE claims handling practices and systems or equivalent industry experience preferred.
- This position requires the incumbent to work a flexible schedule which may include holidays, weekends and/or other non-standard hours.
- Designations and/or Licenses Completion of professional insurance designations such as General Insurance, AIC, or other related coursework preferred.
- Willingness to pursue professional insurance designations required.
- Currently holds or is willing to pursue appropriate license(s) as required by state.
Benefits
- Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
- Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
- Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
- 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
- Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
- Career development. Including a tuition reimbursement program for higher education and industry designations.
- Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.
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