Primarily responsible for providing first-level support and directory assistance to Arch external and internal customers. Responds to claims calls and correspondence from brokers, insured and non-insured claimants and vendors.
Responsibilities
Adheres to World Class Customer Service Standards and documents all customer interactions in the call center management technology application.
Performs necessary duties to resolve or satisfy all first-level inquiries or advance to supervisory level where applicable.
Manages individual workflow, productivity and quality to meet and exceed team/individual goals and service level agreements.
Communicates changes in processes, aiding in the creation and maintenance of job aids to ensure consistency/accuracy in workflows.
Addresses claims intake related questions and appropriate routing of escalations to Management to include but not limited to, delayed policy availability within claims systems, policy/insured identification/routing, and rush requests
Responsible for accurate and timely setup/routing of incoming FNOLs, preparation and routing of acknowledgement letters, merging of files, procurement of binders and/or policies and setup of oversight files.
Utilizes research tools to identify and distribute unidentifiable mail that is received electronically.
Provides back-up to the Document Indexers for unidentified mail/correspondence and download documents.
Engages and Participates in the Arch Experience values and continuous improvement initiatives
As identified by the Customer Solution Center process, intercedes for the customer to assure they are "warm transferred" to the proper Arch internal or third-party resource that handles their business request or questions to meet or exceed their expectations, and follows up to ensure their satisfaction.
Responsible for responding to incoming phone calls and correspondence (in electronic and paper format).
Education and Experience
High School graduate or equivalent; some college or insurance related education preferred.
2 to 3 Plus years of experience in Customer Service
Excellent verbal/written communications
Excellent Customer Service skills
Strong interpersonal skills
Demonstrated team behavior; willingness to help
Excellent PC skills and knowledge of Microsoft suite
Analytical problem-solving skills
Routing and managing electronic documents in an imaging system
Position is hybrid and requires (3) days in office
Bilingual preferred
Flexibility and adaptability in team settings
Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more.