Claim Intake & Support Rep

Will require onsite presence a few times a month. Must be local to the Milwaukee area.

Provide problem resolution for external customers, agency-based and home office employees. In accordance with established guidelines, duties encompass issues identification and resolution, research and evaluation using available resources, and handling of routine casework processing. In consultation with higher-level staff, handle moderately complex calls, decide on the appropriate course of action, make referrals to the appropriate provider, identify the need for special handling as appropriate, and take responsibility for the efficient escalation of more complex calls.

As a team player, benefit professionally from the opportunity to share knowledge and seek the advice of your peers as you contribute to realization of the team’s overall business goals; quality, productivity and customer satisfaction are your highest priorities.

• Deliver a distinctive client experience and successfully resolve questions and inquiries from Financial Representatives and clients.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Educates clients and Financial Representatives on our client website and self‑service capabilities.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Exhibits skill in de‑escalating servicing concerns.
• Achieves productivity standards and goals while maintaining the highest level of customer service.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Multi‑tasks between phone and casework/transactional duties with a high degree of accuracy and quality.
• Works independently and with your team to consistently identify opportunities to improve work processes.
• Researches and evaluates possible solutions using all available resources.
• Manages casework in accordance with area service and/or productivity standards.
• Welcomes change and embraces an environment where continuous improvement is expected from all employees.
• Shifts work priorities to meet the needs of the business and customer demand.
• Identifies opportunities for improvement and advocates for viable solutions and alternatives.
• Effectively uses latest technologies and interacts with clients via computers and mobile devices.
• Uses computer software packages, including Word, Excel, and PowerPoint.

• Associate’s degree in business or related field or equivalent combination of education and experience.
• Previous customer service experience preferred.
• Strong written and verbal communication skills.
• Non‑registered fingerprinted will be required.
• Ability to multi‑task, prioritize and manage time effectively.
• Willingness to embrace change in a fast‑paced work environment.
• Desire to resolve complex problems and continuously learn and improve.
• Proficiency with current software packages and solid keyboarding skills.
• Successful completion of customer service required testing.

• Analytical Thinking:
  Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.
• Case Management:
  Communicates status of the case, manages requirements, and answers questions of clients. Monitors all cases to ensure that all claims and/or inquiries are necessary, reasonable, and legitimate.
• Change Adaptability:
  Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work‑in‑progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.
• Customer Support:
  Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of…