Claim Support Representative

All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.

The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.

• We are FOR being a progressive life insurance company offering financial peace of mind to working Americans and their families.
• We are FOR providing practical and affordable products designed for those we serve.
• We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance.
• We are FOR providing a personalized customer experience to our policyholders and producers.
• We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.

We do our best to:

• Demonstrate a desire to assist
• Listen for understanding and respond empathetically
• Explain things in a manner that is easy to understand
• Be knowledgeable students of our business
• Take full ownership to resolve questions and issues
• Be professional, polite and courteous
• Leave our customers and associates “better than where we found them”

Statement of Position

The Claim Support Representative reports directly to the Supervisor Claim Support.

The Claim Support Representative is responsible for providing timely support to the Claim Services Department while demonstrating the highest levels of service professionalism in all they do.

The Claim Support Representative is expected to:

• Prepare items for imaging, including new claims, correspondence, closed claim files, and notification of claims.
• Provide back up to data imager.
• Index relevant items for pending and closed claims.
• Sort all Claims Services mail.
• Pull claim files associated with incoming mail and deliver to Examiners for handling.
• Scan correspondence, medical records and other claim forms and correspondence.
• Photocopy pertinent items such as death certificates, envelopes, claim forms.
• Provide statistical reporting of mail and pending mail.
• Research returned mail.
• Set up new claims as needed.
• Distribute claim kits as requested
• Handle routine status Customer Service Calls, document calls and refer complex call to the Examiners.
• Mail claim checks.
• Retrieve, review, and distribute faxes and emails received via the claim department inbox.
• Typing of letters as requested.
• Look ups on MASS.DOR/CSLN/LEXIS NEXIS.
• Other duties and special projects as required.

JOB REQUIREMENTS AND QUALIFICATIONS

Education: High School Diploma, GED or equivalent required.

Experience: Minimum 2 years of office or customer service experience preferred.

Knowledge Requirements:

• Excellent written/verbal communication skills.
• Strong organizational skills that reflect ability to perform and prioritize a high volume of multiple tasks seamlessly with excellent attention to context, substance and detail while meeting goals and strict deadlines.
• Excellent interpersonal skills and the ability to effectively build and extend relationships.
• Strong attention to detail.
• Working knowledge of desktop applications such as Outlook, Word and Excel.
• Insurance knowledge is a plus.

Certifications/Licensures: N/A

ADDITIONAL INFORMATION

Regular Working Conditions (Desk job with occasional walking, use of computer with hand and finger motions, close and distance vision, minimal noise level and no exposure to weather conditions)

Prolonged Standing Frequent Walking or Stooping Heavy Equipment or Machinery Operation

Heavy Lifting Increased Noise Level Exposure to Weather Conditions

Travel Required “On Call” Hours Required

Other Information: