Customer Service Contact Center Rep - Workers Comp Claims Job Listing at NJM Insurance Group in Trenton, NJ (Job ID R2006876)

Description

Are you motivated by customer service with a desire for helping others?  NJM Insurance Group currently has an opening in our Contact Center for a Claims Information Service Representative who will play an important role in helping to make sure our customers have a positive experience working with us. With a nationally ranked reputation for outstanding customer service and history that spans more than a century, NJM is a leading provider of worker's compensation, automobile, and homeowner's insurance in New Jersey. It is an exciting time to join NJM as we are expanding into other states.       
                                 
Become a member of our team and you'll be part of a company who operates for the sole benefit of its policyholders and is committed to maintaining the highest levels of service.  Team members are offered a competitive compensation package and benefits including: a 401k plan, health coverage, a generous paid time off plan, and much more!  What is it like to work at NJM?  Click here to see! 

We are seeking a friendly, professional call center representative to join our Customer Information Services team. In this role, you will handle inbound and/or outbound calls from policyholders and injured workers regarding workers compensation claim status regarding payments, medical treatment authorization, and provide one call resolution to the caller. The ideal candidate is an excellent communicator with strong attention to details, problem solving skills and provide the exemplary service that NJM stands for.

The scheduled hours for this position are Monday through Friday 8:45am to 5:00pm.

This opportunity is based out of the NJM West Trenton, NJ office.

Essential Duties and Responsibilities: Essential functions of this job are listed below in order of priority. Reasonable accommodations may be made to enable individuals to perform the essential duties. Regular and predictable onsite attendance is an essential function of the job.

• Answer calls from internal and external customers using excellent customer service skills
• Utilize available tools and databases to provide accurate information to callers
• Process incoming First Reports of accident via telephone, email and fax accurately and expeditiously
• Actively listen to and transfer calls when appropriate to achieve a first call resolution
• Accurately complete authorization requests and escalate requests to appropriate personnel when needed
• Complete callbacks in a timely manner, documenting calls and results in computer correspondence
• Navigate multiple computer systems simultaneously to access and document appropriate information
• Screen all calls and decide what can be handled at the CIS
• Provide support and back up to other areas in workers' compensation claims, complete other tasks as needed

Required Qualifications: Knowledge, skills & abilities, experience, minimum & desired education, certification and/or license requirements.

• Previous inbound telephone customer service experience in a call center environment preferred
• High School Diploma or G.E.D. equivalent required
• Ability to problem solve and work independently
• Accuracy and attention to detail
• Ability to provide excellent customer service while demonstrating impeccable phone etiquette
• Excellent verbal and written communication skills
• Strong data entry skills
• Reliability

Preferred Qualifications:

• Use of Claim Center, Policy Center, InContact a plus
• Bilingual English/Spanish is preferred

Compensation: Salary is commensurate with experience and credentials.

Eligible full-time employees receive a competitive Total Rewards package, including but not limited to a 401(k) with employer match up to 8% and additional service-based contributions, Health, Dental, and Vision insurance, Life and Disability coverage, generous PTO, Paid Sick Leave, and paid parental leave in addition to state-mandated leave. Employees may also be eligible for discretionary bonuses.

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.