[Remote] Contact Center Representative

Note: The job is a remote job and is open to candidates in USA. CopperPoint Insurance Companies is a leading provider of workers’ compensation and commercial insurance solutions. In this role, you will deliver exceptional customer service by responding to inquiries and providing support to policyholders, agents, and other stakeholders.

Responsibilities

• Provide stellar customer service to maximize customer loyalty and retention. This includes inquiries from new/existing policyholders, agents/brokers, injured workers, attorneys, and medical providers
• Demonstrates independent judgment and decision making skills using discretion and diplomacy based on information received and application of policy and procedures
• Utilize technical skills and industry knowledge to investigate and respond to incoming telephone calls, emails, and portal inquiries from customers and stakeholders about their new/existing policy, existing claim, and to report a new claim
• Complete new business onboarding/welcome activities, including sending emails and contacting customers by phone
• Effectively utilize knowledge of Workers' Compensation and P&C laws and regulations and company policy and procedures to build stellar customer relationships
• Cross-team collaboration with Claims, Premium Audit, Underwriting, Accounting, Loss Control, Finance, to ensure a stellar customer experience
• Additional projects and duties, as assigned
• Provide Spanish bi-lingual translation/interpretation assistance (insureds, claimants, internal customers)

Skills

• Demonstrates strong verbal and written communication skills
• Prior successful customer service skills to meet established customer service expectations/levels
• Demonstrates independent judgment and decision making skills using discretion and diplomacy based on information received and application of policy and procedures
• Ability to analyze, interpret and apply laws, rules, regulations, policy and procedures
• Ability to communicate clearly, effectively and professionally by phone, in writing, and in person
• BS/BA college degree preferred. The knowledge and skill levels acquired through undergraduate level studies in such area as Business Administration, or related field, and one to two years of experience in Workers' Compensation Insurance Industry
• Work experience in Workers' Compensation Insurance or other Property and Casualty lines is preferred
• Passing the bilingual Spanish Certification may be required

Benefits

• Employees and their families are eligible to participate in CopperPoint Insurance Companies benefit plans including medical, dental, vision, short-term disability, long-term disability, life insurance, a health savings account, a flexible spending account, and a 401k plan.
• We provide some benefits at no cost to the employee (Basic Life Insurance and AD&D at two times an employee’s annual salary, Short- and Long-term Disability coverage, and Employee Assistant Plan).
• Employees will accrue 0.0692 hours of Paid Time Off (PTO) per paid hour, which may total 18 days a year.
• In addition, employees will also receive 10 paid holidays throughout the calendar year.
• CopperPoint’s culture of compassion extends to the community through employee volunteerism, corporate matching, Board service, program sponsorships, and in-kind contributions.
• We empower employees by providing 12 hours of paid volunteer time annually and matching their personal contributions to the charities of their choice up to $500 per year.
• CopperPoint offers a competitive compensation package and comprehensive benefits package including major medical, dental, and vision, and a wide range of competitive benefits programs, generous matching contributions to your 401(k) plan, generous paid time off, tuition reimbursement, and other education benefits and business casual dress.

Company Overview