What are the responsibilities and job description for the Claims Experience Specialist (Hybrid) position at NYCM?
The Claims Experience Analyst assists claims management in meeting and exceeding claims experience initiatives and goals through identification of issues and opportunities with customers, team members, vendors, agents, marketing division, and product management. They report opportunities for improvement to claims management based on trends and research.
Duties & Responsibilities:
- Issue resolution for marketing division, agencies, insured, and claimants.
- Review and respond to NYSDFS and BBB complaints for all pillars.
- Assist with negative social media response.
- Executive management issue and complaint resolution.
- Assist with business plan development, initiatives, and execution.
- Coach and mentor customer facing roles, supervisors, and claims experience analysts.
- Conduct surveys.
- Call monitoring and score card completion.
- Assist with score calibration.
- Restoration vendor management.
- Departmental inquiries and procedure reviews.
- Direct influence on procedure changes affecting the customer experience within claims.
- Support team leaders with focus on claim experience reviews and evaluation input.
- Regular communication with appropriate team leadership of progress or issues identified by the claims experience team.
- Develop training for various roles based on identified issues.
- Third party vendor training and compliance.
- Plan and execute various training initiatives for professional development.
- Assist business units in training and development of new employees.
- Handle difficult calls transferred from CSU when requesting unavailable supervisors.
- Visit agencies in response to claim issues.
- Regular collaboration with quality assurance, marketing, and customer experience divisions.
- Employee liaison.
- Stay current on claims experience trends.
- Various initiatives as assigned by management.
- Other tasks as assigned.
Requirements:
- High School Diploma
- 5 years claims OR 2 years Claims Experience Analyst OR 2 years of similar experience that directly relates to customer interactions, resolving customer issues and team development
Skills & Qualifications:
- Knowledge of insurance policies, regulations, best practices, and claims processes.
- Excellent and effective oral and written communication skills and active listening.
- Positive and professional attitude.
- Team player and builder.
- Ability to teach and coach.
- Service oriented.
- Organized; ability to multi-task, time management, and prioritize.
- Ability to handle stress professionally, calmly, and effective.
- Ability to set strategy for completion of business plans and initiatives.
- Ability to do presentations to a variety of groups.
- Working toward AIC designations or other certifications related to Customer Experience
Payband 4 / 37.5 hours per week / Hybrid
Salary: $40,000-$61,000
Accepting applications through: 2/11/25
Salary : $40,000 - $61,000
