Job Summary:

This position answers all incoming/outgoing calls, setting up new claims, providing status of claims that are in process and answering questions about travel protection plans. Position also includes corresponding with customers via email inquiries.

Principal Duties and Responsibilities:

• Answer inbound calls and automated call backs, assisting clients with claims status requests, setting up new claims, etc.
• Make outgoing calls following up on existing claims that are in process or contacting the passenger with claims outcome decision
• Verify/update mailing address on returned mail to re-send correspondence to passenger
• Receive new claim mail from tour operators/travel agents to set-up new claims
• Provide information on travel protection plans to travel agents or directly to passengers
• Documents all interactions with passengers
• Performs other duties as assigned

Required / Desired Knowledge, Experiences and Skills:

• Prior customer service experience
• Must have the ability to work any shift during hours of operation to include weekends, evenings and holidays
• Excellent customer service skills
• Ability to focus and attention to detail
• Good organization skills
• Good verbal and written communication skills
• Ability to multi-task
• Advanced computer skills in Microsoft Word & Excel
• Strong self-starter with the ability to work with minimal supervision
• Excellent critical thinking and decision-making skills
• Ability to work as a part of team as well as individually
• Experience in an insurance office setting helpful

Education/Certifications:

• High School Diploma or equivalent required

Physical Working Environment:

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.