Billing Support/Loss Reporting Hybrid Representative (Remote Opportunity)

It's ok if you don't meet every requirement. At Grange, we prioritize creating a diverse, equitable and inclusive workplace. If you're enthusiastic about this role but your previous experience only partially matches qualifications in the job description, we still encourage you to apply. We believe in fostering growth and providing opportunities for continuous learning and development of skills as you progress in your career with us.

Summary: This position is responsible for providing excellent customer service for internal and external customers by using in-depth knowledge of company products and programs as well as communicating effectively with team members within the Customer Care Center.

What You'll Be Doing:

• Conduct New Claims Intake

• Independently process all personal and commercial automobile, property, liability and worker's compensation losses obtained via telephone, fax or email from agents, insureds, claimants, attorney and adjusters into all appropriate systems

• Deliver on the company mission statement on every call: Provide peace of mind and protection during life's unexpected events.

• Provide Claim Services for Auto Material Damage and Property first party claims at first notice

• Approve repairs to vehicle and coordinate appointment with body shop to start repair process

• Coordinate appointment for estimate with body shop

• Approve/decline rental based on verification of coverage

• Communicate when vehicle is potential total loss and coordinate release of the vehicle with the tow yard

• Provide water mitigation companies

• Escalate emergency type claims to appropriate handling unit

• Arrange for towing from accident scene with vendor

• Provide Service on Existing Claims

• Provide adjuster information

• Provide claim status

• Provide payment status

• Confirm receipt of documents

• Approve/decline rental based on determination of coverage

• Approve repairs to vehicle and coordinate appointments with body shop to start repair process

• Provide superior customer service to all Grange agents, policyholders, and claimants through first contact and support of claim handlers and management.

• Process routine transactions, requests or changes to a customer's billing file and respond to policy inquiries. Maintain appropriate customer information and service history.

• Respond professionally and effectively via email and/or mail to customers regarding requests or changes to a customer's billing file and responding to policy inquiries.

• Interact with internal and external customers, including agents, providing professional, reliable and prompt service.

• Contribute to training and reference material and share responsibility of training newly hired associates.

• Participate in activities and meetings in support of Job Shadowing, Operational Excellence, new product releases, and agent/executive visits to listen to phone calls.

• Be available to accurately answer questions and handle issues from team members and other department staff if supervisor/manager is not available.

• Meet all production and quality standards for this level.

What You'll Bring To The Company:

• Minimum 1 year previous customer service experience required.

• Strong analytical and basic mathematical skills.

• Proficiency with computers in order to access information from various programs.

• Multi-tasking ability to satisfy customer requests on the phone while navigating through multiple computer applications.

• Data entry experience is desired with a minimum of 40 WPM.

• Ability to work irregular hours, including weekends and holidays, based on workload and job requirements.

• Have the ability to communicate clearly and professionally, both verbally and in writing in order to effectively resolve difficult calls and handle customer inquiries.

• Possess "thick skin" to handle complaints and customers who may be frustrated, confused, or upset.

• Enjoy talking with and assisting customers over the telephone throughout the entire work day.

• Be able to work in a very structured work environment while adhering to assigned work schedules and breaks and demonstrate reliable attendance.

• Work successfully in an environment in which quality monitoring and feedback from your manager occurs regularly.

• Maintain a high level of professionalism, excellent work ethic and personal accountability to reach and exceed our goals.

About Us:

Grange Insurance Company, with $3.2 billion in assets and more than $1.5 billion in annual revenue, is an insurance provider founded in 1935 and based in Columbus, Ohio. Through its network of independent agents, Grange offers auto, home and business insurance protection. Grange Insurance Company and its affiliates serve policyholders in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia, and Wisconsin and holds an A.M. Best rating of "A" (Excellent).

Grange understands that life requires flexibility. We promote geographical diversity, allowing hybrid and remote options and flexibility in work hours (role dependent). In addition to competitive traditional benefits, Grange has also created unique benefits based on employee feedback, including a cultural appreciation holiday, family formation benefits, compassionate care leave, and expanded categories of bereavement leave.

Who We Are:

We are committed to an inclusive work environment that welcomes and values diversity, equity and inclusion. We hire great talent from various backgrounds, and our associates are our biggest strength. We seek individuals that represent the diversity of our communities, including those of all abilities. A diverse workforce's collective ideas, opinions and creativity are necessary to deliver the innovative solutions and service our agency partners and customers need. Our core values: Be One Team, Deliver Excellence, Communicate Openly, Do the Right Thing, and Solve Creatively for Tomorrow.

Our Associate Resource Groups help us create a more diverse and inclusive mindset and workplace. They also offer professional and personal growth opportunities. These voluntary groups are open to all associates and have formed to celebrate similarities of ethnicity/race, nationality, generation, gender identity, and sexual orientation and include Multicultural Professional Network, Pride Partnership & Allies, Women's Group, and Young Professionals.

Our Diversity, Equity and Inclusion Council, created in 2016, is focused on professional development, networking, business value and community outreach, all of which encourage and facilitate an environment that fosters learning, innovation, and growth. Together, we use our individual experiences to learn from one another and grow as professionals and as people.

We are committed to maintaining a discrimination-free workplace in all aspects, terms and conditions of employment and welcome the unique contributions that you bring from education, opinions, culture, beliefs, race, color, religion, age, sex, national origin, handicap, disability, sexual orientation, gender identity or expression, ancestry, pregnancy, veteran status, and citizenship.

Grange Enterprise is proud to be part of the CEO Action for Diversity and Inclusion, a national initiative of more than 1400 CEOs working for the advancement of diversity and inclusion within the workplace.

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