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Role Description

As a Customer Experience Specialist at Reserv, you will be an integral part of our dedicated team focused on providing exceptional service to our customers during the insurance claims process.

• Handle phone and email inquiries, providing support and ensuring a smooth and positive experience for all involved parties as they navigate their claims journey.
• Deliver exceptional, empathetic assistance using your expertise in multi-line insurance and claims.

Qualifications

• Highly motivated and growth-oriented.
• Passionate CX professional who cares deeply about the customer and their experience.
• Empathetic, exercising empathy and patience towards everyone you interact with.
• Sense of urgency at all times, balanced with the ability to be detail-oriented.
• Creative, challenging existing assumptions and finding creative solutions to problems.
• Curious, wanting to know the whole story to make the right decisions early.
• Anti-status quo, taking action to change things for the better.
• Communicative, comfortable with phone communications throughout the claims process.
• A sense of humor.

Requirements

• High school diploma or equivalent; bachelor's degree or relevant insurance certifications are a plus.
• Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims.
• Strong knowledge of multi-line insurance claims processes, terminology, and best practices.
• Excellent communication skills, both verbal and written.
• Active listening skills to understand customer needs, concerns, and emotions.
• Strong problem-solving and critical-thinking abilities.
• Proficiency in using customer relationship management (CRM) systems and other relevant software applications.
• Empathy, patience, and resilience to handle challenging customer interactions.
• Strong organizational and time management skills to prioritize tasks and meet deadlines effectively.
• Must be able to obtain designated home state claim adjuster license in 60 days.

Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental.
• 401(k) retirement plan with employer matching.
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work.
• Work from anywhere to facilitate your work-life balance.
• Apple laptop, large second monitor, and other quality-of-life equipment.
• Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role.
• Work toward reducing and eliminating all the administrative work from an adjuster role.
• Foster a culture of empathy, transparency, and empowerment in a remote-first environment.