Claims Assistant

POSITION MISSION: Provide efficient, cost-effective administrative support for the Claims Department for the Property and/or Casualty daily operations.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides customer service to policyholders, agents, claimants, and co-workers by answering and directing calls appropriately. 
• Responds to oral or written requests for information, providing accurate, timely, and responsive assistance to customers, agents, and claim adjusters.
• Continuously develops claims knowledge necessary to research and direct concerns, referring customers to correct area within company. 
• Manage administrative tasks as assigned, such as but not limited to loss run letters and cross training.
• Intakes First Notice of Loss (FNOL), scanning and indexing of claims mail, handling of settlement payments and account receivables. 
• Provides administrative support for creating, packaging, and mailing customer correspondence.

OTHER DUTIES:

• Cross trains to provide back-up coverage in the absence of other department staff that may include check processing and document indexing.
• Identify and respond to all emerging issues impacting company in the area of claim adjustment and loss control
• Performs other duties or special projects as required or as assigned by a supervisor

KNOWLEDGE, SKILLS, AND ABILITIES:

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

• Demonstrates a clear understanding of department goals and objectives combined with knowledge of the claims function.
• Demonstrates proficiency in anticipating customer needs to deliver a high level of customer satisfaction.
• Develops a thorough knowledge of the insurance industry and principles including knowledge of lines of business and workflows.  
• Demonstrates personal computer literacy and effectively uses all relevant company automation. 
• Works independently yet supports other team members in a demanding, fast-paced environment.
• Keeps well organized with strong attention to detail and accuracy; utilizes time and available resources effectively with ability to handle multiple priorities and deadlines simultaneously and effectively.
• Continuously builds knowledge and skill connected with new developments in customer service, technology, and insurance products and services.

QUALIFICATIONS:

• Minimum of high school diploma or GED
• One year of experience working in the insurance industry preferred
• Strong oral and written communication skills, displaying professionalism in language, tone, and style to communicate effectively with others.  
• Proficiency in Microsoft Word and Excel
• Bilingual desired [English/Spanish]. 
• Projects a positive, professional image knowing they represent the company to the customer.

DEPARTMENTAL EXPECTATIONS

• As a representative of the company, maintain a consistently high level of customer service
• Prompt, reliable, and friendly service
• Effectively utilizes and maximizes the use of available technology to optimum productivity
• Exhibits a sound understanding of department goals and objectives
• Demonstrates initiative and innovation in daily performance of responsibilities. Shows personal integrity, inspires trust, and sets a positive example through a strong work ethic, commitment, and enthusiasm
• Ability to work independently yet be a complete team player
• Support the corporate culture and create a positive work environment

COMPETENCIES:

• Critical thinking
• Customer service centric
• Attention to detail
• Time management
• Relationship skills

PHYSICAL DEMANDS:

Please note, this position description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Position operates in a professional office or remote office environment and routinely uses standard office equipment.
• Position requires attending both internal and external meetings, attending conferences and other training events.
• Work week is Monday to Friday averaging 40-hour work week during Rockingham Insurance’s hours of operation.
• Position is hybrid where some work is completed in the office.