Fraud & Claims Operations Representative

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
• Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
• Receive direction from managers and escalate non-routine questions
• Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
• Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling
• Contact third parties for research
• Support and capture all pertinent information from customers about their claims
• Conduct research and provide updates on status of new and existing claims
• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

1+ years of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education