Customer Service Claims Representative (Remote)

Description

We are looking for a dedicated and customer-focused Claims Representative to handle the first stage of motor or property insurance claims. The successful candidate will be the first point of contact for clients reporting an incident, gathering all necessary details, initiating claim processes, and providing accurate information on next steps. This position requires excellent communication skills, empathy, and the ability to work effectively in a fast-paced, high-volume environment.

Responsibilities

•  Document First Notice of Loss by acquiring 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.
•  Build 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 optimally 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.
•  Adopt 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

•  Matric / Grade 12 or equivalent (High School Diploma or GED for US-based applicants).

Skills & Competencies

•  Strong verbal and written communication skills in English.
•  Excellent interpersonal skills with the ability to remain calm and empathetic under pressure.
•  Ability to multitask and work in a fast-paced environment while navigating multiple computer systems.
•  Basic knowledge of insurance processes will be an advantage (training provided).
•  Must pass a job-related assessment.
•  Willingness to obtain and maintain an insurance claims licence (costs covered by employer).