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Claims Representative
Claims RepresentativeAvacend Inc • Plano, TX, US
Claims Representative

Claims Representative

Avacend Inc • Plano, TX, US
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Job Title : Product Safety / Liability – MX / CE Operation Specialist

Pay rate : $ 25 / hr on W2

Location : Plano, TX

Work schedule : Onsite Monday through Friday (ONSITE)

Length of Assignment : 6 Months to start & subject to extensions

Job Description :

Education and Years of Experience :

  • College Graduate
  • 3~5 Years

Top Skills :

  • Customer Care Experience (Call Center) / Claims Management Experience / Insurance Claims or Adjuster background beneficial

    • Job Description Summary

  • PL Operation Specialist will contribute to team's growing need of business intelligence, insights / dashboard management, strategic development, customer experience, and related best practices
  • Maximize customer satisfaction by providing prompt actions to customer's need and obtain quality photos / data to determine root cause of claim to defend or accommodate customer's claim
  • Provide efficient solutions to customer-facing agents by developing and operating guide and contents
  • Use various tools / dashboard / systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality
  • Spanish speaking agent recommended but not a requirement.

    • Job Description

  • [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process
  • [Quality Management] Monitor and review customer calls / tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers
  • Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
  • Identify / resolve bottleneck of customer care status and resolve with internal / external stakeholders (HQ, BPO, PI, etc.).
  • Manage inbound packages and inventory transfer
  • Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items

    • Main R&R

  • Case management for MX / CE claims
  • CE Tender management
  • Pending Management (KPI, LTP)
  • Case Tracker Management for special issue
  • CPSC claim management (Customer care / tracker) (CE)
  • Monitoring FCCM report quality (ACQ / OS Reports)
  • Special Projects
  • Customer Care Resolution
  • EnR Submission / Management
  • Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed
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    Claim Representative • Plano, TX, US

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