Engagement Center Representative

The salary range for this job posting is $34,183.00 - $54,692.00 annually + bonus + benefits

The above represents the salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, education, experience, and other job-related factors. Your recruiter can share more information about the specific salary range during the hiring process.

This role will work in our Charleston, West Virginia office and upon being fully trained and proficient will have the option to work in office, hybrid or remote. The position will report to the Manager, Engagement Center.

JOB OBJECTIVE:

The Engagement Center Representative provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions regarding Workers' Compensation, Commercial and Personal Lines insurance.

ESSENTIAL FUNCTIONS:

Provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions Analyzes information received from the customer, triages facts to determine what is being requested, and determines what action is to be taken Interact with other associates across the organization to answer questions, provide support or assist in problem resolution for customers and agents. Creates certificates of insurance for policyholders Enters or updates specific claim, policy and/or customer data into computer system Researches medical bill coding issues or pharmacy related issues Provide support to customers and agents while using the Encova Edge Portal Take payments from customers or assists customers with online payment portal

OTHER FUNCTIONS:

Other functions as needed

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to provide excellent customer service to both external and internal customers
• Ability to work as a team member and perform based on established standards and expectations
• Ability to multi-task
• Must be detail-oriented
• Excellent written and oral communication skills
• Experience with Microsoft Products
• Utilize critical thinking skills
• Ability to work proficiently in multiple systems
• Ability to consistently exercise sound judgment
• Ability to effectively analyze and apply information
• High school diploma or equivalent required
• One year of previous full-time experience in customer service preferred, insurance experience within multi-line industry preferred

This position has been evaluated in accordance with the Americans with Disabilities Act. Encova Insurance makes every effort to reasonably accommodate disabilities to permit performance of the essential functions and candidates who need such accommodation are encouraged to seek it. This description reflects the nature and level of work performed by associates in this position. It is not an all-inclusive inventory of duties, responsibilities and qualifications required. It provides an accurate overview of the work and skills needed to perform this position. Because job content may change from time to time, Encova Insurance reserves the right to add and/or delete functions from this job as it deems necessary for business reasons.

Ready to join our team?
At Encova Insurance, we firmly believe that our associates drive our company's success by delivering unrivaled service to our customers. With success in mind, we make an ongoing effort to provide an environment that offers challenging, stimulating and financially rewarding opportunities.

Join us to discover a work experience where your diverse ideas will be met with enthusiasm - where you can learn and grow to your fullest potential.

What you can expect from us
Join our family of industry leaders, and let us reward you with a competitive salary, bonus and benefits package that includes but is not limited to: a 401(k), wellness programs, bonus incentive plans and flexible schedules, with an early close of the office every Friday. Additionally, Encova aspires to be an outstanding corporate citizen in all the markets we serve; we encourage and support associate participation in community initiatives through our foundations.

Encova Insurance is an EOE/E-Verify employer.