As a Claims Service Representative, you will play a vital role in The Hanover's success by helping our customers when they are in need. You will be the first point of contact a customer has when they experience an unexpected loss to their vehicle, home or business. In that critical moment, you represent The Hanover brand in your ability to respond with empathy so our customers can get back on the road, back in their home and/or back in business as easily as possible. Guided by your manager, you will provide general assistance to agents, insureds, and claimants, matching their needs with our services using provided scripts to assist you in serving our customers.
What's in it For You?
Career Development : Average 4-6 month temp to hire employment;robust training and development, on-the-job experiences, personalized coaching and ongoing mentorship . Must meet metrics for conversion eligibility.
Flexible Schedule: Training schedule is Monday- Friday 8: 30 AM - 5: 00 PM.
Post Training - Monday-Friday 8: 00am-4: 30pm OR 9: 00 AM - 5: 30 PM and shared responsibility of Saturday rotation from 8: 30 - 5: 00 pm (Two Saturdays per month rotation)
Two days per week in-office (Tuesday/Wednesday) before and after training.
Benefits: Yes, Randstad offers major medical insurance, dental, vision, and 401k
Responsibilities:
Respond to electronically and phone submitted claim losses and first notice of loss calls from claimants, insureds and other parties
Respond to calls on established claims in a polite, professional and empathetic manner and determine appropriate course of action
Perform rental reservation, appraisal assignments, Express Claim shops, Towing and water mitigation activities
Utilize established scripts, transcribes personal or commercial loss damage, or injury information into the company s network generating an electronic claim file
Applies basic communication skills to interpret caller s inquiries and offers available options
Utilizes established workflows to initiate claim activities as required
Recognizes coverages, claim processing requirements and related claims systems
Learns to identify claims and takes appropriate actions
Contacts vendor to establish language services for language interpretation and translation
Skills and Experience:
Associate s degree or working towards your associate s degree is strongly preferred
Typically 1 -3 years of experience in the service, financial or hospitality industry preferred
Six months to one year of call center and/or office experience required
Troubleshooting experience desired
Self-starter
Has an energetic, positive and professional attitude
Proficiency in using and toggling between multiple computer applications, dual screens, and MS Office Suite products (Word/Excel, Outlook, SharePoint, Teams);Independent use of provided resources
Excellent written and verbal communication skills
Seeks to collaborate and promotes inclusion and respect
Dedicated to meeting the expectations and requirements of internal and external customers
Understands the importance of teamwork and developing and maintaining cooperative relationships
Exhibits service behaviors that include empathy and patience when communicating with customers. Ability to deal with conflict effectively
Disciplined to follow scripts, while showing initiative to seek additional information as needed Demonstrates attention to detail
Agile and adapts to new, different, or changing situations, requirements, or priorities
Shares knowledge, skills, and expertise with others;collaborates with others
Ability to meet and/or exceed established goals within set training timeline
Physical Demands & Work Environment:
Ability to use a personal computer, call center phone and other standard office equipment
Ability to sit and/or stand for extended periods (75%-90%)
Able to perform in a dynamic/fast paced work environment