Customer Experience Representative

Job Description

As a Customer Experience Representative, you will handle tasks within the Operations - Customer Experience department. You will manage responsibilities including responding to inbound phone and email inquiries, first notice of loss claims, program claims, billing requests and loss runs. You will demonstrate a strong customer service orientation and a genuine desire to help customers with their questions. In this role, you’ll complete items in tandem with other departments to ensure customer needs are met, working to create exceptional experiences and contributing to individual and team goals.

Customer Experience

• This is an on‑site role with an approximate training period of 6 months.

• Acts as first point of contact for customers, agents, and third parties via multiple platforms, including phones and emails.
• Completes claims/billing transactions with minimal guidance.
• Researches, analyzes, and processes daily commercial billing scenarios including but not limited to billing summaries, waives, document assistance, etc.
• Completes other claim items including but not limited to first notice of loss claims, policy verifications, TIN verifications, updates to existing claims, etc.
• Collaborates with other departments to ensure claim/billing accuracy.
• Follows Claims/Billing Solutions team metrics and standards to strengthen the Customer Experience unit and provide the best customer experience as the first point of contact.
• Provides correspondence between departments and customers to achieve resolution to customer questions.
• Assists agents in navigation and defect management in policy administration systems.
• Provides navigation assistance to insureds for account portals.
• Assists with special projects involving billing and policy related items.
• Performs other related duties as assigned.

• High School Diploma or equivalent education is required.
• One to two years of customer service experience in the insurance industry, or equivalent combination of education and/or experience.
• A basic understanding of Microsoft products (Word, Excel, Outlook).
• Insurance knowledge or relevant work history beneficial.
• Exceptional customer service orientation; ability to build and foster strong working relationships with Commercial personnel at all levels.
• Familiar with common insurance concepts, practices and procedures.
• Demonstrated strong written and verbal communication skills, including ability to handle difficult customer situations.
• Attention to detail and organizational skills.
• Ability to complete the training program, including effective partnership with a peer trainer and understanding of training materials.
• Ability to follow department policies and guidelines, including aux (non‑available) time, and additional SLAs as set by Customer Experience Management.

• Competitive base salary plus incentive plans for eligible team members
• 401(K) retirement plan that includes a company match of up to 6% of your eligible salary
• Free basic life and AD&D, long‑term disability and short‑term disability insurance
• Medical, dental and vision plans to meet your unique healthcare needs
• Wellness incentives
• Generous time off program that includes personal, holiday and volunteer paid time off
• Flexible work schedules and hybrid/remote options for eligible positions
• Educational assistance

The Mutual Group is an Equal Opportunity Employer. It is our policy to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

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The Mutual Group participates in the E-Verify program and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You are protected from employment discrimination based on your citizenship status and national origin.

All offers of employment are contingent upon the successful completion of a background check.