• Job Description

  Req#: R5456

  At EMC, you'll put your skills to good use as an important member of our team. You can count on gaining valuable experience while contributing to the company's success. EMC strives to hire and retain the best people by engaging, developing and rewarding employees.

  **This position is eligible to work from home anywhere in the United States**

  Resolves internal and external customers’ calls via the claims service center toll free number. Delivers exceptional service throughout the initial stages of reporting a claim. Intakes first notice of loss reports via phone, fax, and email; and completes setup within the appropriate claims systems. Investigates, analyzes, and resolves inquiries from various claims parties and customers utilizing multiple systems and resources. Researches and provides solutions to problems with a single-call resolution expectation and partnering with Claims staff for more complex, multi-contact solutions.

  Essential Functions:

  • Services first notice of loss claim calls on the claims service toll free number

  • Determines if claim meets predetermined criteria for escalation procedures and escalates to appropriate Claims team members

  • Verifies policy coverages and limits for agents and policyholders using claims and policy systems and authorizes and reserves car rental, road service/towing, etc.

  • Processes new claims from agencies and branch offices received via phone, voicemail, or emails

  • Evaluates incomplete claims files received through email from after-hours service vendor to resolve the first notice of loss process; including making outbound calls to agencies/brokerages, policyholders and other claims parties

  • Reviews daily integrated, uploaded files from after-hours service partner to ensure claims are formatted correctly, complete and avoid duplication

  • Services claim inquiry calls from agents, policyholders, and claimants such as claim status, adjuster contact information, body shop options, etc. via the claims service toll free number

  • Answers claimants’ questions by using various resources and systems

  • Acts as gatekeeper for the Claims operation by directly servicing or routing calls to appropriate staff

  • Evaluates requests made through the after-hours service partner and makes outbound calls to provide solutions

  • Responds to inquiries from internal and external customers with facts or solutions within established time frames

  • Partners with members of the Claims staff when providing additional file documentation (i.e. loss photos, receipts, etc.) to ensure documentation is attached to appropriate claim files

  • Collaborates with peers and management to implement suggestions and improve Claims Service Center key performance indicators (KPI’s) and the overall customer experience

  • Researches and continues to build knowledge of policy coverage, general claims handling, company processes, resources, and systems

  Education & Experience:

  • High school diploma or equivalency

  • Associate degree preferred

  • Two years of business or insurance experience, preferably claims, claim support or customer service experience

  • Inbound call center experience preferred

  • Insurance, customer service coursework, or designations preferred

  Knowledge, Skills & Abilities:

  • Good knowledge of insurance and claim terminology

  • Ability to read and interpret basic coverages and policy limitations

  • Ability to answer calls with empathy while asking probing questions and actively listening to customers

  • Ability to troubleshoot situations and problems that may arise while working with callers

  • Strong and accurate keyboarding and data entry skills in addition to basic knowledge of Microsoft Office Suite and Adobe PDF Viewer

  • Ability to multi-task and meet deadlines

  • Strong written and verbal communication skills

  • Excellent telephone etiquette and customer service skills

  • Ability to work in a fast-paced and team environment

  Per the Colorado Equal Pay for Equal Work Act, the hiring range for this position for Colorado-based team members is $20.61/hour - $26.47/hour. The hiring range for other locations may vary.

  Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

  All of our locations are tobacco free including in company vehicles.

• About the company

  EMC Insurance Group Inc. is an insurance holding company. The Company operates through two segments: Property and Casualty Insurance and Reinsurance segment. It conducts its property and casualty insurance operations through its subsidiaries, including...

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