Contact Center Agent I

• Receives and enters initial Notice of Loss information. Analyzes information and proofreads system entry for accuracy.


• Creates claim files by entering initial loss report information into claim intake application.


• Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude, and a pro-active customer service approach.


• Responds to routine inquiries and directs other inquiries to appropriate resources.


• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.


• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application.


• Educates and informs the customer across multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.


• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.


• Recommends new and/or improved procedures to enhance the customer experiences.


• Maintains a favorable and positive working relationship with internal and external customers.


• Directs customer calls to the appropriate contact at multiple locations or escalates to specialist as needed.


• Attains 90% rating or higher for Report Quality and Customer Service.


• Actively takes inbound calls for one or two lines of business.

• Education equivalent to graduation from high school and supplemental experience with the MS Office Suite including Excel & Word.


• Customer service experience or equivalent combination of education & experience including inbound call center experience preferred.


• Ability to work in a team environment and/or independently.


• Ability to support multiple clients across various channels and utilizing multiple systems simultaneously in a fast paced environment.


• Good interpersonal skills.


• PC literate, including Microsoft Office products.


• Must be a competent typist.


• Strong customer service skills.

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