Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group, a Fortune 500 company. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

The P&C Corporate Claims Division consists of over 100 professionals who support Great American’s highly-diversified P&C claims operations across the world. The division’s functional teams include Claims Practices, Claims Counsel, Claims Operations, Claims First Notice of Loss Customer Service, Claims Resolution Services and Legacy Claims. The FNOL Customer Service team is a group handling inbound calls from customers reporting claims such as auto, general liability, property, storage, equine, and worker's compensation.

Essential Job Functions and Responsibilities

• Actively seeks information to understand customer’s circumstances, problems, expectations and needs for the purpose of resolving customer inquiries/issues. Shares and/or conveys routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
• Maintains, updates and monitors customer account information.
• Take 17-20 inbound calls per day
• Interacts with customers to provide information in response to routine inquiries (telephone, email, mail, etc.) about products or services.
  • Resolves routine and non-routine incoming customer requests, referring more complex issues to more experienced staff.
  • Develops product knowledge to confirm and discuss basic information for products and/or product features, along with benefits/consequences of an action/request made by a customer/agent.
• Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.
• Responds to correspondence, complaints and information requests via telephone, e-mail, fax, regular mail or in person.
• Utilizes computerized systems for tracking, documenting questions/responses, information gathering and/or troubleshooting.
• May process routine/simple transactions on customers’ accounts. Transaction processing may be specified by authority/guidelines.
• Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
• Call center experience preferred, but not required
• Hybrid schedule including one day working remotely
• Performs other duties as assigned.

Job Requirements

Education: High School Diploma or equivalent.

Experience: 1 to 3 years of related experience. As appropriate for line of business, insurance licensure and/or certifications may be required.

Business Unit:

Benefits:

We offer competitive healthcare, retirement and paid time off benefits.