What are the responsibilities and job description for the Client Experience Specialist position at National Real Estate Insurance Group?
Since 2008, National Real Estate Insurance Group (NREIG) has been committed to providing specialized insurance solutions designed specifically for the real estate investment industry. Through our insurance Program, we deliver superior client support and services, client inventory control, and efficient billing systems to residential real estate investors across the United States. With a focus on providing simplification to the property protection processes, NREIG has grown to service individual investors, conglomerates, bulk REO holders, wholesalers and lenders representing more than 140,000 locations in all 50 states. The insurance Program our clients enjoy was built on ease-of-use, accommodating all occupancy phases of investment property (vacant, rental or undergoing renovation).
The Client Experience Specialist is responsible for the in-take of incident reports and compiling necessary documentation to be forwarded to the carrier, this process could include filing claims with the carrier. Assists the client through the claims process, while tracking and recording claim files and outcomes. Additional tasks may include creating payments, reviewing documents received and answering phone calls. This position ensures that claims are handled in an efficient and courteous manner, reflecting the best client experience possible, while maintaining the integrity of the Program.
Essential Functions
- Receive new incident reports from clients.
- Contact Client regarding loss within one business day of receiving loss report.
- Request information and documents required for claim investigation.
- Advise Client on the required mitigation for type of loss.
- Organize and set-up claim file.
- Accurately record incident in Claim Reporting and Tracking Database.
- Update Claim Reporting and Tracking Database as necessary.
- Correspond with client, carrier and third party adjusters as directed by Manager Claims/Compliance.
- Assist Manager Claims/Compliance with investigations as necessary.
- Recommend changes/improvements to processes and client experience.
- Answer phone calls, as needed.
- Adhere to all ACM Policies and Procedures as developed and written.
- Regular and predictable attendance.
- Additional duties as assigned.
Basic Qualifications
- High School diploma required, 4-year College degree preferred.
- Two or more years in a Client/Customer Service position.
- Property and Casualty Adjuster’s License or ability to obtain within 45 days.
- Specialized training in Insurance Continuing Education related to Claims.
- Industry specific affiliations are encouraged.
- Experience in fast paced environment.
- Demonstrated ability to provide to provide superior internal and external customer/client service in adhering to the Mission and Guiding Principles of ACM.
- Above average skills in email and phone etiquette.
- Demonstrated ability in Microsoft Office Suite and ability to learn proprietary systems.
- General knowledge of Insurance Claims.
- Demonstrated ability to work with changing priorities.
NREIG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.