We’re committed to putting people first – if you need an accommodation as you go through the job searching, application, and interviewing process, please click here for more information.
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Contributes to design and development of architecture (integrated process, methodology, framework, software/applications, data, information, and technology) scalable solutions to business problems in alignment with the enterprise architecture direction and standards. Influences and partners with the Product Owners and engineering teams to align the technical design and strategy with the product roadmap. Connects Solution Engineering with Technology and Portfolio Architecture work to ensure sound roadmaps which deliver business value. Responsible for prototyping complex, cross platform business solutions to validate newer technologies. Reviews and ensures major architectural designs are consistent, maintainable, flexible and cost-effective solutions. Participates with application and infrastructure design architects to provide guidance for development and releases. Maintains collaborative and strategic partnerships between customers, vendors, business partners, and technology teams. Shares expertise to ensure that teams are continuously improving and learning together to meet current and future engineering and architecture needs. 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Builds rapport with each customer. Listens to customers' requests and inquiries. Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues. Uses de-escalation tactics and when necessary, escalates to appropriate team. Processes policyholder transactions accurately and within Customer Response Center established time standards. Interprets policy contracts to insured based on expert knowledge of personal lines auto products. Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements. Understands aspects of billing systems as it pertains to policy coverage. Identifies and communicates transactions and impacts to policy premium. Evaluates and makes decisions regarding exceptions to payment plan and fees. Manages and utilizes time effectively to ensure the department meets required service levels for improved customer satisfaction results. Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service. Develops and maintains product, procedural and technical systems knowledge. Completes licensing and continuing education requirements. Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and has required internet connectivity. Performs additional duties as assigned. Associates degree or 1+ year Insurance experience preferred. 2 years'+ related Customer Service experience is required. Ability to review, record and organize written data from a variety of sources with no prescribed format is essential. Excellent communication and interpersonal skills are required. 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Extensive and timely direct interaction with Insured's, Claimants, Agent's and Internal Customers. Determines policy coverage through analysis of investigation data and policy terms. Notifies agent and insured of coverage or any issues. Establishes claim reserve requirements and makes adjustments, as necessary, during the processing of the claims. Determines and negotiates settlement amount for damages claimed within assigned authority limits. Writes simple to moderately complex property damage estimates or review auto damage estimates. Takes statements when necessary and works with the Field Appraisal, Subrogation, Special Investigative Unit (SIU) as appropriate. Maintains accurate and current claim file/damage documentation and diaries throughout the life cycle of claim cases to ensure proper tracking and handling consistent with established guidelines and expectations. Alerts Unit Leader to the possibility of fraud or subrogation potential for claims being processed. 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