Call Center Representative

• Monitors day-to-day activities in the department to ensure efficient claims handling.
• Reviews and analyzes adjuster performance in productivity, accuracy, and timeliness of claims handling using data obtained through the CMS system.
• Offers feedback and guidance to adjusters in areas where improvements are needed.
• Responsible for communicating changes to procedures and providing additional training when necessary.
• Works closely with Claims Management to provide feedback, discuss concerns, and resolve complex issues related to the claims department and claims personnel.
• Maintains departmental goals in reducing company losses.
• Interacts with other applicable department managers, supervisors, and senior-level/executive personnel.
• Works closely with personnel in other departments for assistance with claims.
• Corresponds with underwriters to address any concerns or questions related to claims handling.
• Handles complex inquiries with customers, dealers, and agents, resolving related issues to claims.
• Resolves escalated customer problems ensuring customer resolution and satisfaction.
• Conducts annual performance reviews, ensuring effective performance metrics and tracking are in place.
• Monitors attendance and conducts actions when necessary.
• Approves PTO and ensures policy adherence.
• May serve as back-up to adjusters or processors when necessary.
• Offers solutions and suggestions to help improve the overall processes in the department.
• Ensures departmental procedures are followed.
• Prepares necessary reports to streamline processes for improvements.
• Works with Human Resources Manager to resolve employee issues and other applicable performance deficiencies.
• May periodically monitor associate's customer calls for coaching and development, ensuring that problematic calls are resolved, and that positive performance trends are attained.

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