Customer Care Associate

As an Associate Claims Service Representative, you'll put your skills and talents along with our training to work; as you review, research, and process claim payments to funeral homes or beneficiaries after a loved one has passed. This is a job that calls on you to be thoughtful, resourceful, team-driven and customer-focused. In this role, you will also handle in bound phone calls from funeral homes and loved ones requesting claim status or reporting a passing; as well as, insured's wishing to cash in or cancel their policies.

This position is full-time (40 hours/week) Hours of operation are Monday through Friday from 7:00 am to 6:00pm. It may be necessary, given the business need, to work occasional overtime.

Key Responsibilities:

• Review, research, and analyze claim paperwork to ensure all requirements are met before processing payments.

• Provide positive experiences to our customers via in-bound phone calls (20-60 per day)

• Communicate through correspondence with team members and funeral homes regarding claim payment or required information using clear, simple language to ensure understanding.

• Processes cancellation requests.

• Research aged claims for proof of passing.

• Sets up and assign new policy numbers on older business.

• Requests medical records from doctor's offices.

• Compares at need to preneed funeral contracts.

Skills & Qualifications:

• Detail Oriented.

• Analyzes documentation and make self-empowered decisions on how to process a claim.

• Thrives in a fast-paced environment.

• Ability to adapt easily as procedure/client needs change.

• Customer focused.

• Excellent reading comprehension.

• Critical thinking and decision-making skills.

• Ability to handle multiple tasks and prioritize.

• Negotiating skills are important, particularly when two parties differ over the validity of a filing or the information needed to settle a claim.

Key Competencies & Soft Skills:

• Empathy

• Adaptable

• Tenacity

• Ingenuity

• Positive attitude

• Self-motivated

Basic Qualifications:

• High school diploma or GED

Department & Supervisors:

An Associate Claims Service Representative is a part of the Terminations Department, which is made up of approximately 32-35 team members. The Terminations Department operates under the Preneed Division of Assurant, which is pre-funded funeral arrangements. This department is responsible for anything that terminates a policy or is the end of a life cycle of a policy. This team is led by three Supervisors who report to the Department Manager.