Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Customer Service Claims Representative providing support for auto insurance claims at USAA. Documenting claims and assisting members with the claims process in a high-volume contact center environment.
Responsibilities
- Document First Notice of Loss by obtaining relevant information for effective claim investigation
- Set up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation
- Create loss reports, describe or verify coverage as appropriate, and initiate the most effective method of damage assessment to assign for file handling
- Assist with questions regarding the claims process and set expectations for next steps to help ensure claims are effectively resolved and accurately documented
- Resolve status inquiries and, when appropriate, route to handling adjuster
- Effectively operate in a fast-paced, high-volume, contact center environment taking back-to-back calls and navigating multiple systems and programs while maintaining an engaging member interaction that occurs across multiple communication channels
- Apply strong time management skills by closely adhering to assigned work schedule
- Embrace continuous improvement and development through coaching and collaboration with manager and team members
- Use strong call management skills by assisting members within a timely manner and limiting non-productive time
- May assign or initiate emergency services when required on specific claims
- Support workload surges and catastrophe (CAT) response operations as needed which may include potential weekends, and/or holiday work outside normal work hours
- Work various types of claim loss notices and inquiries, including ones of higher complexity, and may be assigned additional work outside normal duties as needed
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Requirements
- High School Diploma or GED
- Ability to provide exceptional customer service for our members by using active listening, verbal, and written communication skills to communicate clearly, professionally, and empathetically
- Highly developed interpersonal skills to collaborate effectively in a fast-paced team environment
- Ability to prioritize and multi-task while navigating through multiple business applications
- Successful completion of a job-related assessment is required
- May require acquisition and maintenance of insurance adjuster license within 90 days (USAA provides all materials and licensing fees)
Benefits
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning and continuing education
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