Montage is a global insurance distribution platform that specializes in wholesale brokerage and program administration. The Claims Support Representative is responsible for managing customer inquiries and claim submissions, ensuring accuracy and efficiency in the intake process while providing exceptional customer service throughout the claims journey.
Responsibilities
- Respond promptly to customer inquiries, address concerns with professionalism, and provide clear guidance throughout the claims filing process
- Act as the primary point of contact, ensuring a seamless customer experience until the claim is successfully submitted to the carrier for processing
- Receive, review, and process insurance claim documents for carriers, ensuring accuracy and compliance with company policies and procedures
- For certain carriers, this role involves directly entering benefits into their CRM system, requiring meticulous attention to detail and a high level of accuracy
- Serve as the subject matter expert beyond the initial frontline Customer Service role, providing in-depth interpretation of customer policies and coverage
- Accurately assess claim eligibility and determine applicable coverage, ensuring clarity and compliance with company guidelines
- Ensure precise and up-to-date records of all claims, communications, and resolutions, maintaining compliance with company policies and industry regulations
- Accurately document all claim-related activities and interactions, adhering to company procedures to support transparency, efficiency, and seamless claims processing
- Demonstrate professionalism and clarity in all interactions, effectively engaging with carriers, internal Client Executives, and external customers
- Foster strong relationships through active listening, precise communication, and a service-oriented approach
- Adapt communication style to suit diverse audiences, ensuring transparency and understanding in all claim-related discussions
- Maintain a collaborative and solution-focused mindset to facilitate seamless coordination and efficient claims processing
Skills
- High school diploma or equivalent required
- Strong communication and interpersonal skills
- Excellent attention to detail and data accuracy
- Ability to multitask in a fast-paced environment
- Proficiency in claims management systems and office software
- Knowledge of life and health insurance policies and terminology
- Associate degree preferred
- 1-3 years of customer service, insurance, or claims-related experience preferred
Company Overview
As a leading provider of furniture protection plans, Montage provides retailers the opportunity to offer their customers a way to protect one of their most valued investments … furniture and bedding purchases. It was founded in 1972, and is headquartered in Grand Rapids, Michigan, USA, with a workforce of 51-200 employees. Its website is https://montagefs.com.
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