Claims Call Centre Senior Representative
Processing routine and complex first reports of loss by various channels and handling of specialized projects on cutting edge initiatives in order to provide timely service to internal and external customers. This includes a closer interaction with internal and external business partners.
• High School Diploma or Equivalent and 2 or more years of experience in the Customer Service area
• Zurich Certified Insurance Apprentice including an Associate Degree and No prior experience required in the Customer Service area
• Successful completion of basic insurance course work
• 18 or more months contact center experience
• Insurance industry knowledge
• Advanced Microsoft Office skills
• Insurance licensing
Job Accountabilities – Key Accountabilities
• Handle complex technical duties and specialized/pilot projects on cutting edge initiatives for commercial lines of business.
• Handles intake of claims involving Centers of Expertise lawsuits.
• Monitor and take responsibility for resources/cash, within defined procedures.
• Interaction closely with internal business partners, including Underwriters, Account Managers, and specialized claims personnel, in a professional, productive, and positive manner.
• Interacting closely with external business partners, to include Agents/Brokers, in a professional, productive, and positive manner.
• Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices within own geography.
• Meet established departmental quality objectives.
• Meet established departmental phone availability objective.
• Meet established departmental productivity objectives.
• Other duties as assigned by Team Manager or other member of Management team.
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