Contact Center Representative

CopperPoint has an exciting opportunity for a Contact Center Representative in the Phoenix, AZ area. The Contact Center Representative will deliver excellent customer service, in a fast-paced contact center environment, while investigating and responding to incoming telephone calls, e-mails, and portal inquiries. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers. In addition, the Contact Center Representative completes new business welcome call/email activities to policyholders. This is a full-time remote position in Phoenix, AZ, and will require some onsite training in our Phoenix office.

Job Responsibilities:

• Provide stellar customer service to maximize customer loyalty and retention. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers.   

• Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures.

• Utilize technical skills and industry knowledge to investigate and respond to incoming telephone calls, emails, and portal inquiries from customers and stakeholders about their new/existing policy, and existing claim, and to report a new claim.
• Complete new business onboarding/welcome activities, including sending emails and contacting customers by phone.
• Effectively utilize knowledge of Workers' Compensation and P&C laws and regulations and company policy and procedures to build stellar customer relationships.
• Cross-team collaboration with  Claims, Premium Audit, Underwriting, Accounting, Loss Control, and Finance to ensure a stellar customer experience.

Qualifications/Competencies:

• BS/BA college degree preferred. The knowledge and skill levels acquired through undergraduate-level studies in such areas as Business Administration, or related fields, and one to two years of experience in the Workers’ Compensation Insurance Industry.
• Demonstrates strong verbal and written communication skills.
• Prior successful customer service skills to meet established customer service expectations/levels.
• Demonstrates independent judgment and decision-making skills using discretion and diplomacy based on information received and application of policy and procedures.
• Work experience in Workers' Compensation Insurance or other Property and Casualty lines is preferred. Ability to analyze, interpret, and apply laws, rules, regulations, policies, and procedures.
• Bilingual Spanish is preferred

Benefits:

• Employees and their families are eligible to participate in CopperPoint Insurance Companies benefit plans including medical, dental, vision, short-term disability, long-term disability, life insurance, a health savings account, a flexible spending account, and a 401k plan.
• We provide some benefits at no cost to the employee (Basic Life Insurance and AD&D at two times an employee’s annual salary, Short- and Long-term Disability coverage, and an Employee Assistant Plan).

Founded in 1925, CopperPoint Insurance Companies is a leading provider of workers’ compensation and commercial insurance solutions. With an expanded Line of insurance products and a growing ten-state footprint in the western United States, CopperPoint embodies stability for policyholders in Alaska, Arizona, California, Colorado, Idaho, Nevada, New Mexico, Oregon, Utah, and Washington. CopperPoint Mutual Insurance Holding Company is the corporate parent of Arizona-based CopperPoint Insurance Companies, Alaska National Insurance Company, and other CopperPoint Insurance Entities.

CopperPoint’s culture of compassion extends to the community through employee volunteerism, corporate matching, Board service, program sponsorships, and in-kind contributions. We empower employees by providing 12 hours of paid volunteer time annually and matching their personal contributions to the charities of their choice up to $500 per year. In 2020, CopperPoint employees reported 3,500 volunteer hours.

CopperPoint offers a competitive compensation package and comprehensive benefits package including major medical, dental, and vision, and a wide range of competitive benefits programs, generous matching contributions to your 401(k) plan, generous paid time off, tuition reimbursement, and other education benefits and business casual dress. CopperPoint is an equal employment opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status or any other characteristic protected by state, federal or local law. CopperPoint maintains a drug-free workplace.

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Salary : $500