Job Description
The Customer Care Center Representative Trainee is a 6-month position that builds skills necessary to function as the primary contact for all customers on billing inquiries and/or claims first notice of loss entry via phone, fax, and electronic mail. The trainee is responsible for learning and demonstrating the behavioral and technical skills for the role as defined in our voice quality assessments. Behaviors include proactive guidance, active listening, positive language, product knowledge, information accuracy, and procedural/ legal compliance. The trainee is expected to demonstrate respect and integrity at all times and behavioral and technical skills at emerging level within 6 months to be considered for open positions in the Customer Care Center. Must be able to perform the essential functions and meet the physical requirements of the Customer Care Representative position.
Billing: Provides information, answers questions, researches situations, makes decisions and/or solves problems to provide effective customer service to customers, agents, and Westfield employees. Develops a working knowledge of the billing system and policy system. Develops a working knowledge of all functions in the Customer Care Center, including cancellation workflow, cash processing, bad checks, electronic payments, drafts, and research.
Claims: Develops knowledge and understanding of claims process to provide information, answer questions, obtain loss information, research situations, and/or solve problems to provide effective customer service to customers, agents, claimants, vendors, and Westfield employees. Develops a working knowledge of the claim system and policy system. Begins initial investigation on file by obtaining information from reporting party (phone, electronic mail) regarding event, liability, and damages, as well as names of injured parties. Advises caller on applicable deductible. Enters all needed information into claims system. Completes triage services as needed.
Minimum 1 year of work experience, preferably in a service-related position.
Strong customer service skills.
Strong oral, written, and interpersonal communication skills.
Strong data entry skills, with proficiency in keyboarding and operating a calculator.
Prior experience with multiple monitors/screens, and applications open while using simultaneously.
Capable of working with all levels of the organization and external customers.
High School Diploma, GED, or commensurate work experience.
Westfield was founded in 1848 by a small group of hard-working farmers who believed in the promise of the future and the power of the individual. Today, as one of the nation's leading property and casualty (P&C) companies, we remain true to their vision and are dedicated to making a positive difference in our customers' lives.
