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Customer Service Representative

Company: Assurant
Location: Rapid City
Posted on: June 6, 2021

Job Description:

As a Customer Service Representative youll 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. A Customer Service Representative will also handle in bound phone calls from funeral homes and loved ones requesting claim status or reporting a passing; as well as insureds wishing to cash in or cancel their policies.


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.


The Customer Service Representative position is full-time (40 hours/week). The hours of operation are Monday through Friday from 7:00 am to 6:00pm. Based on business needs It may be necessary to work occasional overtime.


  • This is a work from home remote position.


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 and 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 doctors 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
  • A minimum of 1 year of customer service experience
  • Call Center experience a plus

Keywords: Assurant, Rapid City , Customer Service Representative, Other , Rapid City, South Dakota

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