As the Customer Care Representative, you will be responsible for handling tasks within the Customer Care Center department, including but not limited to: in-bound phone and e-mail inquiries, billing reports, reinstatements, bulk billing, claims FNOL, and program claims. To be successful in this position, you will need to exemplify strong customer service orientation and desire to help our customers with their questions. You will complete a variety of items in tandem with other departments to make sure customer needs are being met. You will work to create exceptional customer experiences while contributing to individual and team goals.

Responsibilities:

• Acts as first point of contact for customers, agents, and third parties via multiple platforms, including phones and emails.
• Completes commercial and claims billing transactions with minimal guidance.
• Handles new first notice of loss claims for GuideOne and Program Partner policies.
• Researches, analyzes, and processes daily commercial billing scenarios including but not limited to: invoice adjustments, refund requests, billing summaries, reinstatements, waives, document assistance, etc.
• Processes daily commercial and claim billing reports
• Collaborates with other departments to ensure billing and FNOL accuracy
• Provides correspondence between departments and customers to achieve resolution to the customer questions.
• Completes other claim items including but not limited to: policy verifications, TIN verifications, updates to existing claims, etc.
• Follows Customer Care Center (CCC) team metrics and standards to strengthen the CCC unit and provide the best customer experience we can as the first point of contact.
• Assists agents in navigation and defect management in policy administration systems.
• Provides navigation assistance to insureds for portals, such as MyAccount and OneInc
• Assists with special projects involving billing and policy related items.
• Performs other related duties as assigned.

Required Qualifications:

• High School Diploma or equivalent education is required.
• Two to five years of customer service experience in the insurance industry, or equivalent combination of education and/or experience.
• Insurance knowledge or relevant work history beneficial.

Recommended Qualifications:

• Exceptional customer service orientation; ability to build and foster strong working relationships with Commercial and Claims personnel at all levels.
• Familiar with common insurance concepts, practices and procedures.
• A basic understanding of Microsoft products (Word, Excel, Outlook).
• Demonstrated strong written and verbal communication skills, including the ability to handle difficult customer situations.
• Attention to detail and organizational skills.
• Ability to complete training program, including effective partnership with a peer trainer and understanding of training materials.
• Ability to follow department policies and guidelines, including aux (non-available) time, and additional SLA’s (service level agreements) as set by CCC Supervisors.

Get to Know GuideOne:

At GuideOne, we believe that our people are our greatest asset, and we foster a sense of collaboration among our team members so they can learn from and inspire one another to deliver excellence in risk solutions and services to our customers. For more than 75 years, we've established a reputation as a trusted partner in the communities where we live and work, and with our steadfast commitment to help make positive change possible, we're excited to see what we can accomplish during the next 75. Explore our values and culture, and learn why GuideOne might be a great fit for you!

GuideOne is proud to offer a robust benefits suite that includes:

• Competitive base salary plus incentive plans for eligible team members.
• 401(K) retirement plan that includes a company match of up to 6% of your eligible salary.
• Free Basic Life and AD&D, long-term disability and short-term disability insurance.
• Medical, dental and vision plans to meet your unique healthcare needs.
• Wellness incentives
• Generous time off program including; personal, holiday, and volunteer paid time off.
• Flexible work schedules and hybrid/remote options for eligible positions.
• Educational assistance program.
• Company sponsored community volunteer opportunities.