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  • Claims Level V - Team Leader

Claims Level V - Team Leader

  • 15 Apr 2015 8:52 AM
    Message # 3299798
    Anonymous

    DUTIES & RESPONSIBILITIES

    To achieve Level V status, rep must have expert knowledge of processes for all claim types.

    • Handle escalated calls.
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    • Assist with monitoring call queue; use TASKE to monitor staffing on phones; watch for strobe light blinking and take immediate action to ensure calls are handled. Responsibility for team goal of remaining at 1.5% or below abandonment rate with average speed of answer at 30 seconds or below
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    • Manage distribution of documents presented to client for payment either by check or credit card; includes daily status report and close observation of credit card payments during the day to ensure all are paid by close of business
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    • Stop pay/reissue of checks.
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    • On an as needed basis, serve as back-up for windshield dispatch, appraiser dispatch, Stone Eagle, QC, check processing cycles, and credit card payments.
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    • During peak periods, answer incoming calls from a queue; respond to/ resolve claims in accordance with department policy/procedure
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    • Make outbound phone calls to gather missing information
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    • Keep up to date on department policy/ procedure updates and changes
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    • Other duties as requested
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    QUALIFICATIONS:

    • Prior claims processing experience and experience in leadership role; a substitution for this qualification is demonstrated proficiency as claims processor, and superior knowledge of the claims process
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    • Two years of customer service and call center experience
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    • Typing of 40 wpm
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    • Proficiency in MS office and Windows-based applications
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    • High school diploma / GED
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    • Ability to work independently
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    • Ability to multi-task
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    • Proficiency with fax machine, copier, printer, telephone
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    • Excellent time management skills
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    • Excellent written and verbal communication
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    • Excellent dispute resolution/ customer service skills
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    • Strong interpersonal and leadership skills

     

    If interested please send resumes to rvela@sedonagroup.com

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