Customer Service Representative

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.

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  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

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