Senior Customer Care Coordinator

Claimify, LLC - Wilmington, MA

Full-time

Job Description

About Claimify (www.claimify.com):

Claimify is a technology solutions company, headquartered just north of Boston, providing innovative software solutions to the disability insurance industry. We develop web applications aimed to improve processes, customer satisfaction and financial performance for our partners. Claimify was recently named to the INC 5000 list of fastest growing private companies in the U.S. for the second consecutive year.

We offer a dynamic and entrepreneurial work environment and the opportunity to be a part of positive change in the disability insurance realm, including Social Security Disability pathways, Settlement Facilitation, and Benefit Validation. You will be a core member of our team as we grow the company and will have ample opportunity for growth based upon your talents and interests. Claimify provides great benefits and competitive salaries and believes in building a strong and sustainable culture. We have a tenured Management Team from legal, insurance, and software industries, who provides solid leadership and mentorship throughout the organization.

JOB TITLE: Senior Customer Care Coordinator – Wilmington, MA

Reports to: Operations Manager

JOB SUMMARY:

This individual is responsible for providing strong customer service by using excellent, in-depth knowledge of company products and services as well as communicating effectively with team members within the department and leadership of Claimify.

This individual is also responsible for owning and leading identified operational responsibilities for the team including being the operational point for assigned customers, managing initiatives and projects, and demonstrating peer leadership. This individual will have the ability to initiate and execute projects and will also have a hand in updating policies, procedures, and training materials.

ESSENTIAL DUTIES:

  • Answer questions pertaining to services, such as settlement facilitation and benefit

validation, via phone, email, and online chat within established company standards,

guidelines, and scripts.

  • Identify customer trends and make proactive recommendations regarding process

improvements, service enhancements and efficiencies.

  • Understand and leverage operational and customer metrics to influence continuous

improvement.

  • Build sustainable relationships of trust through open and interactive communication,

operational team members, customers and internal Claimify partner functions.

  • Participate in the on-boarding, training and mentoring of Customer Care Coordinators.
  • Provide accurate, valid, and complete information by using the right methods/tools.
  • Handle customer issues, provide appropriate and solutions and alternatives with time

limits; follow up to ensure resolution.

  • Keep records of customer interactions, process necessary actions and file documents.
  • Provide timely feedback to the company regarding service failures or customer concerns.
  • Develop a comprehensive understanding of the Claimify platform.
  • Perform general administrative and office management duties as needed.

EDUCATION AND EXPERIENCE:

  • Have a Bachelor’s degree or equivalent work experience in insurance, medical provider, or the Social Security arenas (Social Security Administration, Disability Determination State agency, law firm, or advocacy service organization are extremely helpful areas of experience, though not required).
  • Must have at least 2 years of customer service experience.
  • Preferred but not required:
  • SalesForce experience
  • Data analytics experience
  • Social Security experience

KEY COMPETENCIES

  • Interpersonal skills, including intake/customer service
  • Communication skills - verbal and written
  • Problem analysis, problem-solving, and critical thinking
  • Attention to detail and accuracy
  • Personal organization and accountability
  • Data collection, entry, and analysis
  • Creativity

COMPENSATION/BENEFITS

  • Competitive Salary
  • Generous paid vacation time and sick time
  • 9 paid holidays
  • Excellent medical and dental insurance
  • 401K
  • Flexible work schedule to include remote work
  • Room for growth
  • Team lunches

Job Type: Full-time

Experience:

  • Social Security: 1 year (Preferred)
  • Customer Service: 2 years (Required)
  • Salesforce: 1 year (Preferred)

Education:

  • Bachelor's (Required)

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Retirement plan
  • Paid time off
  • Flexible schedule
  • Parental leave

This Company Describes Its Culture as:

  • Innovative -- innovative and risk-taking
  • Team-oriented -- cooperative and collaborative
  • Detail-oriented -- quality and precision-focused