POSITION MISSION: Provide prompt contact, investigation, and coverage determinations of assigned claims while demonstrating a high level of customer service.

POSITION ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contact insureds, claimants, and all other relevant parties to facilitate the processing of claims.
• Investigate claims promptly according to policy provisions while promoting a high level of customer service.
• Demonstrates a comprehensive knowledge of insurance policies and Rockingham guidelines to provide coverage determination through policy interpretations.
• Identify claims having potential for increased exposure, such as third-party bodily injury claims, referring to Claims Supervisor as applicable.
• Provide policyholders and claimants guidance throughout the claim process.
• Maintain an effective claim diary system through accurate documentation of all claim activities in accordance with established procedures.

OTHER DUTIES:

• Support claims supervisor as requested
• Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

• Ability to work comfortably and grow in a fast-paced high volume call environment
• Experience providing outstanding customer service by showcasing expertise, fostering trust and growing customer satisfaction 
• Ability to effectively communicate, verbally and in writing, and willingness to expand on these abilities 
• Demonstrate the ability to multitask across multiple platforms routinely 
• Demonstrates personal computer literacy and effectively uses all relevant company automation. 

CORE COMPETENCIES:

• Attention to detail
• Critical thinking
• Time management
• Organization
• Communication skills

QUALIFICATIONS:

• High school diploma or GED required; undergraduate degree preferred. 
• One year of experience working in the insurance industry preferred.
• Proficiency in Microsoft Office products
• Strong oral and written communication skills displaying professionalism in language, tone, and style to understand client needs and feedback.
• Projects a positive, professional image knowing they represent the company to the customer.

PHYSICAL DEMANDS:

• Position operates in a professional office environment and routinely uses standard office and mobile equipment such as computers, phones, and photocopiers.
• Largely sedentary role with majority of work performed using a computer and phone.

Please note, this position description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.