Senior Client Services First Notice of Loss Associate (Remote)

At Selective, we don't just insure uniquely, we employ uniqueness.

Our Business

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2023 and certification as a Great Place to Work in 2023.

Working at Selective

At Selective, we don't just insure uniquely - we employ uniqueness. Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.

JOB SUMMARY

Provide exceptional customer experience to both internal and external customers for personal lines and commercial lines policies. Thorough and timely completion of the first notice of loss report. Ensures that the first notice of loss reporting experience reflects Selective's ease of doing business. All job duties and responsibilities must be carried out in compliance with applicable legal and regulatory requirements.

JOB RESPONSIBILITIES

• Assist internal and external customers on CHAT, FROI, eSubro Hub, and Comsearch, and "Must Answer" line calls in regards to MCS, Claims Portal, CHAT, CXD and Claims Capture systems.
• Handle customer complaints, provide appropriate solutions within the time limits in a professional demeanor, and follow up to ensure resolution. Provide accurate, valid and complete information by using the right methods/tools. Identify and assess customer's needs to achieve satisfaction.
• Identifies trends and training opportunities. Follows through with training Selective employees and temporary employees in both Contact Centers.
• May be asked to provide research and contribute on projects assigned by supervisor.
• Researches and solves claims-related problems through transactional work.
• Respond to department emails. This includes resolving customer complaints or follow up via phone, email, mail or CHAT. Respond to emails, questions and inquiries from other departments (Claims) in a timely manner.
• Responsible for onboarding new hires to the department and may coach employees through quality review.
• May order office supplies for the department.
• Maintain claims licenses and certificates, as required.
• Handle questions, inquiries and complex claims from fellow team members in both Contact Centers.

JOB QUALIFICATIONS

• College degree preferred
• Experience preferred:
  • 4 years Insurance industry experience or 4 years customer service representative
  • Bilingual skills
• Word, Excel, PowerPoint, Outlook, and the internet
• Excellent customer service skills and results oriented
• Detail oriented
• Team player with the ability to initiate positive change
• Ability to multitask
• Strong communication skills (verbal and written)
• Ability to perform in fast paced, high pressure environment
• Requires a thorough understanding of MCS, Claims Portal, Claims Inquiry, Claims Capture and CX systems

The expected starting salary range for this role is$47,000 - $74,000. The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

Selective maintains a drug-free workplace.