Legal Marketing and Case Support Specialist
Job Duck
Salary
💰 $37,440 - $55,000 per year
Job Level
Junior
About the role
- Handles inquiries involving group coverage, including life, disability, absence, critical illness, hospital indemnity, and accident, focusing on policy information, claims, medical underwriting, and continuation of coverage
- Handles initial claim reporting and ongoing claim questions via telephone and non-phone channels of work
- Interacts with internal/external business partners, including insureds and claimants, in a professional, productive, and positive manner
- Meets established departmental quality, service, phone metric, and productivity objectives
- Prepares documents, communications and other materials using established formats and standard software
- Resolves standard and complex inquiries and problems, utilizing soft skills to meet customer needs and tailor the interaction to the specific customers, style, speed and situation
- Ability to work under minimal supervision in an unscripted call environment, gather and analyze information from a diverse set of resources, internal job aids, and individuals to fully understand and resolve a problem; proactively anticipate needs and prioritize action steps utilizing critical thinking skills
- Liaises with internal and external customers to exchange information, clarify facts, and resolve queries and/or problems efficiently
- Provides feedback and recommendations to the team to improve the quality of customer care
- Follows procedures to ensure adherence to the company´s risk and compliance policies
- Assists co-workers with knowledge and support
- Adherence to assigned shift based on business needs; mandatory overtime during Peak Periods/Shift Work/Holiday Work, as required
- Other duties as assigned by Team Manager or other member of Management team
Requirements
- Insurance industry knowledge
- Demonstrated independent, criical thinking
- Proficiency with windows-based software applications
- Proven ability to navigate through multiple systems and applications
- Proficiency with Microsoft office suite of products including Excel, PowerPoint, and Word
- Proficiency in keyboarding skills
- Detail oriented
- Strong verbal and written communication skills
- Data entry experience
- Demonstrated practical understanding of how processes and systems in own area of work relate to the management of risk and compliance
- Demonstrated commitment to corporate and service values through actions and behaviors
- Takes accountability for participating in the performance management cycle
- Takes action to improve performance on the job and to manage own personal development
- High School Diploma or Equivalent
- 1+ years of contact center or customer service experience
- Or an equivalent combination of education and experience
