Department:
Customer ExperienceJob Description:
As a Customer Experience Representative, you will handle tasks within the Operations - Customer Experience department. You will manage a variety of responsibilities, including responding to inbound phone and email inquiries, first notice of loss claims, program claims, billing requests and loss runs. You will demonstrate a strong customer service orientation and a genuine desire to help our customers with their questions. In this role, you’ll complete a variety of items in tandem with other departments to make sure customer needs are being met, while working to create exceptional customer experiences while contributing to individual and team goals.
Work Arrangement:
This is an on-site role with an approximate training period of 6 months.
Accountabilities:
Acts as first point of contact for customers, agents, and third parties via multiple platforms, including phones and emails.
Completes claims/billing transactions with minimal guidance.
Researches, analyzes, and processes daily commercial billing scenarios including but not limited to: billing summaries, waives, document assistance, etc.
Completes other claim items including but not limited to: first notice of loss claims, policy verifications, TIN verifications, updates to existing claims, etc.
Collaborates with other departments to ensure claim/billing accuracy.
Follows Claims/Billing Solutions team metrics and standards to strengthen the Customer Experience unit and provides the best customer experience we can as the first point of contact.
Provides correspondence between departments and customers to achieve resolution to customer questions.
Assists agents in navigation and defect management in policy administration systems.
Provides navigation assistance to insureds for account portals.
Assists with special projects involving billing and policy related items.
Performs other related duties as assigned.
Qualifications:
High School Diploma or equivalent education is required.
One to two years of customer service experience in the insurance industry, or equivalent combination of education and/or experience.
A basic understanding of Microsoft products (Word, Excel, Outlook).
Insurance knowledge or relevant work history beneficial.
Exceptional customer service orientation; ability to build and foster strong working relationships with Commercial personnel at all levels.
Familiar with common insurance concepts, practices and procedures.
Demonstrated strong written and verbal communication skills, including the ability to handle difficult customer situations.
Attention to detail and organizational skills.
Ability to complete training program, including effective partnership with a peer trainer and understanding of training materials.
Ability to follow department policies and guidelines, including aux (non-available) time, and additional SLA’s (service level agreements) as set by Customer Experience Management.
Benefits:
We are proud to offer our full-time regular employees a robust benefits suite that includes:
Competitive base salary plus incentive plans for eligible team members
401(K) retirement plan that includes a company match of up to 6% of your eligible salary
Free basic life and AD&D, long-term disability and short-term disability insurance
Medical, dental and vision plans to meet your unique healthcare needs
Wellness incentives
Generous time off program that includes personal, holiday and volunteer paid time off
Flexible work schedules and hybrid/remote options for eligible positions
Educational assistance
Equal Opportunity Employer
The Mutual Group is an Equal Opportunity Employer. It is our policy to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.
Know Your Rights: Workplace Discrimination is Illegal
Your Rights Under USERRA
Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact [email protected].
Employment Verification
The Mutual Group participates in the E-Verify program and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You are protected from employment discrimination based on your citizenship status and national origin.
E-Verify Program Overview
E-Verify Participation Poster
All offers of employment are contingent upon the successful completion of a background check.
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Skills Required
- High school diploma or equivalent education
- One to two years of customer service experience in the insurance industry, or equivalent combination of education and experience
- Basic understanding of Microsoft Word, Excel, and Outlook
- Strong customer service orientation and ability to build working relationships
- Strong written and verbal communication skills, including handling difficult customer situations
- Attention to detail and organizational skills
- Ability to complete the training program and understand training materials
- Ability to follow department policies, guidelines, service-level agreements, and availability requirements
- Insurance knowledge or relevant work history
What We Do
The Mutual Group is an insurance services platform and strategic partner for independent mutual insurance carriers. It provides permanent capital, shared infrastructure, technology, and specialized expertise across underwriting, claims, corporate services, and technology. Through a membership-based model, the company helps mutuals improve operational efficiency, scale, strengthen competitiveness, and innovate while preserving their independence, identity, brands, balance sheets, and policyholder ownership.
