JOB TITLE : Client Service Representative - Claims

REPORTS TO : Senior Vice President of Operations

EXEMPT / NON : Non- Exempt

DIVISION : Horton Risk Advisory Solutions

GENERAL DESCRIPTION

Summary

Client Service Representative - Claims will have a working knowledge of general insurance coverages, terms and procedures to provide support to the clients and Claims Advocates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following.

• Input claims into EPIC, attach claim correspondence with claim updates
• Escalate claim legal papers to Advocate
• Provide telephonic claims customer service to internal and external customers with responses in a timely fashion
• Assist clients in resolving basic claim issues and identify issues to escalate to advocates when needed
• Follows processes and procedures in servicing workflow, maintaining appropriate and clear documentation of client and carrier conversations, taking appropriate action and following up as requested
• Release and process carrier claims download in suspense
• Supports claim advocates to flawlessly execute Horton’s service strategy for each client, designed to create measurable value and efficiencies in the businesses
• Perform other duties as requested including exercising discretion and judgment prioritizing workload

KNOWLEDGE, SKILLS, AND ABILITIES

• Property and Casualty License must be obtained within 75 days of the first day of New Hire Onboarding
• Basic knowledge of commercial lines insurance coverages
• AINS designation or similar designation preferred within one year of hire
• AIC (Associate In Claims) or related designation preferred
• Demonstrate commitment to continuous learning by advancing insurance knowledge via training and obtaining insurance designations
• Proficient with Microsoft Word and Excel
• The employee is responsible for adherence to the stated expectations of the E&O Plus Quality Management Program

BEHAVIOR STANDARD

Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management

WORKING CONDITIONS

Fast-paced, multi-tasking environment requiring tolerance for schedule change and disruption with potential for travel.

JOB PERFORMANCE STANDARDS

The job description is intended to describe the essential responsibilities The Horton Group requires. Essential functions are outlined;

other duties may be assigned as needs arise or as required to support the essential functions.

PHYSICAL REQUIREMENTS

Ability to :

Perform work on a computer for extended periods of time

Sit / stand for extended periods of time in work area

Grasp objects using your fingers (fine motor skills)

Communicate and speak in a clear, concise and professional manner both in person and on the telephone.

Travel by air or ground transportation as required in performing job duties.

Nothing in this job description or in any other written documents or forms maintained by The Horton Group, creates, or may be deemed to create, an employment contract between The Horton Group and any of its employees.

The Horton Group reserves the right to revise the contents of this job description, at any time, without prior notice to its employees.

This job description supersedes any previous oral or written job descriptions.

Last updated : 2024-05-18