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Claims Customer Experience Specialist
<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">About the role</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">As a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process. You will handle phone and email inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in multi-line insurance and claims will enable you to deliver exceptional, empathetic assistance.</span><br><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:18pt;white-space:pre-wrap;">Who you are</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Highly motivated and growth-oriented. You're excited by the prospect of building a tech-driven claims org.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Passionate CX professional who cares deeply about the customer and their experience.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Empathetic. You exercise empathy and patience towards everyone you interact with.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Sense of urgency at all times, balanced with the ability to be detail oriented. That does not mean working at all hours.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Creative. You challenge existing assumptions and find creative solutions to problems.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Curious. You want to know the whole story so you can make the right decisions early and be decisive when it counts.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Anti-status quo. You don’t just wish things were done differently, you action on it.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Communicative. You are comfortable with and understand the importance of phone communications throughout the claims process.</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">And did we mention, a sense of humor.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">What you'll do</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Anticipate the customer needs and take action to manage the process to full resolution</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Identify and address customer concerns, complaints, and disputes with empathy and professionalism</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience</span></li><li style="color:rgb(32,32,34);font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:18pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(0,60,59);font-size:18pt;white-space:pre-wrap;">Requirements </strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced </span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Strong knowledge of insurance claims processes, terminology, and best practices</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Strong problem-solving and critical-thinking abilities</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Proficiency in using customer relationship management (CRM) systems and other relevant software applications</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Strong organizational and time management skills to prioritize tasks and meet deadlines effectively</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Must be able to obtain designated home state claim adjuster license in 60 days</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Bilingual (fluent in Spanish and English) is a plus!</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">Benefits</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Generous health-insurance package with nationwide coverage, vision, & dental</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">401(k) retirement plan with employer matching</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Generous family leave policy after 8 months of continuous work</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Work from anywhere to facilitate your work life balance</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;"> </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Additionally, we will</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Work toward reducing and eliminating all the administrative work from an adjuster role</span></li><li style="color:rgb(32,32,34);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Foster a culture of empathy, transparency, and empowerment in a remote-first environment</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:18pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p>