Note: The job is a remote job and is open to candidates in USA. Mercury Insurance is a company recognized for its achievements and culture, seeking a Customer Support Specialist to assist with managing claims. The role involves providing excellent customer service, processing claims efficiently, and ensuring compliance with company policies.
Responsibilities
- Claims Intake, Filing & Evaluation: Efficiently process and file new claims, evaluate loss information, and ensure accurate categorization
- Customer Support & Resolution: Address customer inquiries, provide clear claim determinations, and resolve issues with empathy and professionalism
- Data Entry & Transaction Processing: Accurately enter claim details, process transactions, and ensure timely, correct updates to customer records
- Research & Documentation: Conduct thorough research to support claim decisions and maintain detailed, accurate documentation of all customer interactions
- High-Volume Call Handling: Manage a high volume of incoming calls, ensuring smooth claims intake and excellent customer service
- Policy & Procedure Compliance: Interpret and apply company policies and procedures to ensure claims are processed in accordance with established company guidelines
Skills
- High School diploma or equivalent
- Minimum 1 years' experience in a customer service and/or call center role
- Must be able to type a minimum of 30 WPM
- Proficient in Word, Excel and Outlook for document management, communication and data entry
- Strong ability to analyze, identify and resolve customer needs and issues with professionalism, ensuring satisfaction and positive experiences
- Ability to accurately handle transactions and data entry to ensure claim-related information is correctly recorded
- Ability to gather and research information to support claims decisions and resolve customer queries
- Ability to provide exceptional service by addressing customer inquiries and resolving issues in a timely, professional manner
- Ability to analyze complex customer concerns or procedural discrepancies and apply logical solutions
- Strong written and verbal communication skills to include active listening, ability to clearly and accurately explain procedures, policy and company guidelines to customers and agents
- Ability to accept and act on feedback to drive continuous improvement
- Consistently demonstrates commitment to meeting deadlines, completing tasks thoroughly, maintaining a high standard of performance, and ensuring punctuality in all responsibilities and interactions
- Highly driven and self-motivated with the ability to work in a fast-paced environment
- Some college preferred
- Experience with high volume calls is preferred
- Prior experience working in a remote environment is a plus
- Experience identifying opportunities for upselling and cross selling additional products and services, preferred
Benefits
- 4 weeks of paid training
- Competitive compensation
- Flexibility to work from anywhere in the United States for most positions
- Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
- Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
- Medical, dental, vision, life, and pet insurance
- 401 (k) retirement savings plan with company match
- Engaging work environment
- Promotional opportunities
- Education assistance
- Professional and personal development opportunities
- Company recognition program
- Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more
Company Overview