What are the responsibilities and job description for the Claims Experience Analyst (Hybrid) position at NYCM Insurance?
The Claims Experience Analyst monitors customer interactions to identify situations or potential issues on existing claims to enhance customer experience and identify areas for coaching and mentoring within the claims division, while maintaining compliance with best practices, regulations, and divisional initiatives.
Duties & Responsibilities:
- Call monitoring.
- Perform coaching sessions with staff on a regular basis.
- Actively listen to claim calls to identify areas of opportunity for staff development.
- Identify and reinforce interactions which meet or exceed customer experience expectations.
- Assist with difficult call resolution.
- Assist manager/supervisor to determine resolution/improvement plans through effective communication of findings and suggestions for course of action.
- Participation in calibrations with claims and corporate customer experience.
- Attend meetings.
- Complete claims call scorecards.
- Develop and maintain staff goal sheets.
- Maintain divisional interaction score spreadsheet.
- Populate capacity spreadsheet daily.
- Maintain current knowledge and updates to existing and emerging regulations, standards, guidance documents, and internal procedures including any that impact their direct area of review.
- Additional duties as assigned.
Requirements:
- High School Diploma
- 1 year of claim experience OR 3 years of customer service experience
Skills & Qualifications:
- Knowledge and understanding of basic insurance principals, and insurance policies.
- Proficient in claims procedures, initiatives, and goals.
- Good computer skills with knowledge of Microsoft Word, Power Point and Excel.
- Organized; Ability to multi-task and prioritize.
- Ability to accept, absorb and promote change with growth mindset.
- Sound coaching and mentorship abilities including difficult situations.
- Strong communication and active listener with ability to engage in authentic conversations.
- Ability to work both independently and within a team with minimal direct supervision.
- Ability to make decisions.
- Highly service oriented with proactive approach to customer service.
- Ability to handle stress professionally, calmly, and effectively.
Payband 3 / 37.5 hours per week / Hybrid
Salary: $31,470- $54,796
Accepting applications through: 3/14/24
