Job Description
About Us
At Selective, we don't just insure uniquely, we employ uniqueness.
Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2024 and certification as a Great Place to Work® in 2024 for the fifth consecutive year.
Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.
Overview
Provide exceptional customer experience to both internal and external customers for personal lines and commercial lines policies. Thorough and timely completion of the first notice of loss report. Ensures that the first notice of loss reporting experience reflects Selective’s ease of doing business. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.
Responsibilities
- Manage a large number of incoming calls in a call center environment. Complete new loss reports by gathering detailed information, understanding, empathizing, and educating our customers, as well as setting expectations on the claims handling process. Determines when issues are to be escalated. Knowledge of Claims systems to provide callers with claim updates.
- Handle customer complaints, provide appropriate solutions within the time limits in a professional demeanor, and follow up to ensure resolution. Provide accurate, valid, and complete information by using the right methods/tools. Identify and assess customer’s needs to achieve satisfaction.
- Must possess ability to process system transactions within the scope of this position including but not limited to updating MCS on a continual basis to reflect current activity on a file.
- Provide policy services as appropriate such as repair options, rental reservations, and policy information. Assign claims to appropriate claims handler or regional queue.
- Enter email and faxed claims into our automated systems.
- Address customer concerns with claims or customer self-service through our live CHAT service.
- Update pending First Report of Injury notices in order to ensure compliance with the State.
- Review and assign subrogation demand received through Arbitration Forums. Create new losses as needed. Refer demands over monetary threshold to Comsearch for review.
- Maintain claims licenses and certificates, as required.
- May handle incoming billing calls and email in STG and billing portal. Perform all other Billing functions as needed and requested.
Qualifications
Knowledge and Requirements
- Word, Excel, PowerPoint, Outlook, and Internet
- Strong customer service skills and results oriented
- Detail Oriented
- Ability to multitask
- Strong communication skills (verbal and written)
- Ability to perform in fast paced, high pressure environment
Education and Experience
- High school diploma or equivalent required.
- 1 year Insurance industry
- 2 years customer service representative
- Bilingual skills
Total Rewards
Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.
The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.
Pay Range
USD $37,000.00 - USD $56,000.00 /Yr.
Additional Information
Selective is an Equal Employment Opportunity employer. That means we respect and value every individual’s unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences – and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.
