VSC Claims Support Agent en Ia

iA American Warranty Group is seeking a dynamic Claims Support Agent to assist with claims handling.

Your Day to Day

• Resolve disputes and conflict with inbound caller -taking escalation calls 

• Answering customer service related calls from inbound callers including contract holders, and repair shops. 

• Initiating the claim based on contract holder information being provided. 

• Providing the contract holder with the appropriate direction as to the procedure and the next steps of the claim process, and identifying any questions or concerns from the caller. 

• Research the contract and provide pertinent information for claim eligibility based on contract verbiage, and to ensure that the contract term is valid, and that the concern is a covered component. 

• Transferring claim concerns that go beyond basic customer service handling to the appropriate department in claims, payments, contract administration, or to supervisory staff for handling. 

• Be available in queue and conform to any management directives necessary for KPI conformity. 

• Demonstrate flexibility and display the range of knowledge and willingness for further training to enable the ability for light claim, or even advanced claim queue training and claims handling. 

• Maintain media management of company systems provided, including messaging, email, phone and laptop accessories. 

• Generate work assignments to appropriate employees for customer service and claim related items. 

• Making detailed claim notes in Toro concerning caller situations. 

• Perform callbacks when directed by management. 

• Validate and process customer reimbursement requests. 

• Review online claim submissions for completeness and assign to appropriate adjuster workflow. Reply to submitting users if more information is needed. 

• Review and process claims submitted with no prior review or approval and take appropriate action including communicating with the entity that submitted.  

What You Have

• High School Graduate or equivalency; Associate’s Degree or equivalent work experience preferred. 

• At least 6 months of customer service call center experience. 

• Basic Windows PC operations, touch typing. 

We Offer

• Competitive Benefits (Medical, Dental, Vision, Short- and Long-Term Disability, 401K w/ match, PTO, and more!)
• A Human Approach
• Career Advancement
• Professional Development Opportunities