Claims Customer Experience Specialist

About ReservReserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.About The RoleAs 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. You will handle phone and email inquiries, provide support, and ensure a smooth and positive experience for all involved parties as they navigate their claims journey. Your expertise in multi-line insurance and claims will enable you to deliver exceptional, empathetic assistance.Who You AreHighly motivated and growth-oriented. You're excited by the prospect of building a tech-driven claims org.Passionate CX professional who cares deeply about the customer and their experience.Empathetic. You exercise empathy and patience towards everyone you interact with.Sense of urgency at all times, balanced with the ability to be detail oriented. That does not mean working at all hours.Creative. You challenge existing assumptions and find creative solutions to problems.Curious. You want to know the whole story so you can make the right decisions early and be decisive when it counts.Anti-status quo. You don’t just wish things were done differently, you action on it.Communicative. You are comfortable with and understand the importance of phone communications throughout the claims process.And did we mention, a sense of humor.What You'll DoServe as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channelsAnticipate the customer needs and take action to manage the process to full resolutionProvide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claimsDevelop and maintain a solid understanding of multi-line claim procedures to provide accurate and consistent information to customersAccurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocolsIdentify and address customer concerns, complaints, and disputes with empathy and professionalismWork collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutionsStrive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experienceAdhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all timesRequirementsHigh school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plusPrevious experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced Strong knowledge of multi-line insurance claims processes, terminology, and best practicesExcellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customersActive listening skills to understand customer needs, concerns, and emotions, and respond appropriatelyStrong problem-solving and critical-thinking abilitiesProficiency in using customer relationship management (CRM) systems and other relevant software applicationsEmpathy, patience, and resilience to handle challenging customer interactions with professionalism and composureStrong organizational and time management skills to prioritize tasks and meet deadlines effectivelyMust be able to obtain designated home state claim adjuster license in 60 daysBenefitsGenerous health-insurance package with nationwide coverage, vision, & dental401(k) retirement plan with employer matchingCompetitive PTO policy – we want our employees fresh, healthy, happy, and energized!Generous family leave policy after 8 months of continuous workWork from anywhere to facilitate your work life balanceApple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!Additionally, We WillListen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims roleWork toward reducing and eliminating all the administrative work from an adjuster roleFoster a culture of empathy, transparency, and empowerment in a remote-first environmentAt Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!