Lending Claims Specialist, Level II

Responsibilities

• Provide a high-quality customer service experience characterized by educating customers, keeping customers informed of next steps and answering customer questions.
• Maintain a compassionate and empathetic approach when interacting with claimants, ensuring their concerns are heard and addressed with professionalism and care.
• Review claim information to determine steps needed to complete the settlement of a claim.
• Initiate and complete claim settlement transactions.
• Actively engage in an inclusive team environment by providing guidance to other team members, participating in team meetings and team projects.
• Continuous improvement is a focus.
• Follow documented department claim procedures and requirements defined by claims good faith claim handling guidelines.
• Document phone calls and claim information accurately and proficiently.
• Identify opportunities to improve team performance and contribute to process enhancements.
• May be required to obtain and maintain relevant examinations and licensing.

• Associate Degree or equivalent work experience
• Bachelor's degree preferred
• 2 + years of customer service experience, including demonstrated teleservice skills
• 2 + years of Claim processing experience
• Excellent oral and written communication skills
• Fluency in verbal/written Spanish preferred
• Strong continuous improvement, analytical, critical thinking and problem solving;
  Decision-making experience is a plus.
• Demonstrated interpersonal and customer service skills
• Intellectual curiosity and the desire to learn
• Demonstrated excellent analytical and problem-solving skills and decision-making ability
• Demonstrated ability to interpret medical and insurance documentation

• Associate Degree
• Bachelor's Degree