Claims Customer Experience Specialist

LaSalle Network has partnered with an insurance provider to bring on a Claims Customer Experience Specialist. As a Claims Customer Experience Specialist, you will be focused on providing exceptional service to customers during the insurance claims process, including handling phone and chat inquiries, providing support and ensuring a smooth and positive experience for all involved parties as they navigate their claims journey.

The ideal candidate brings expertise in insurance and claims that will enable you to deliver exceptional, empathetic assistance.

Claims Customer Experience Specialist Responsibilities:

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email and other communication channels
• Anticipate the customer needs and take action to manage the process to full resolution

• Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
• Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers

• Accurately record and update customer information, claim details and related documentation in internal systems, ensuring data integrity and adherence to company protocols

• Identify and address customer concerns, complaints and disputes with empathy and professionalism
• Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions
• Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback and proactively seeking ways to improve the customer experience
• Adhere to company policies, procedures and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times

Claims Customer Experience Specialist Requirements:

• High school diploma or equivalent; bachelor's degree or relevant insurance certifications are a plus
• Previous experience in customer service or a call center environment, preferably within the insurance industry, with a focus on claims; accustomed to high volume, fast-paced environment
• Strong knowledge of insurance claims processes, terminology and best practices
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers
• Active listening skills to understand customer needs, concerns and emotions, and respond appropriately
• Strong problem-solving and critical-thinking abilities
• Proficiency in using customer relationship management (CRM) systems and other relevant software applications
• Empathy, patience and resilience to handle challenging customer interactions with professionalism and composure
• Strong organizational and time management skills to prioritize tasks and meet deadlines effectively

This company offers robust benefits including a health insurance package with nationwide coverage, a 401(k) plan with match, PTO, family leave and remote flexibility.

Thank you,

Kimberly Mosher
Project Manager
LaSalle Network

#LI-DNP