Customer Care Coordinator

Claimify, LLC - Wilmington, MA

Full-time

About Claimify (www.claimify.com):

Claimify is a technology solutions company, headquartered less than 20 miles north of Boston (accessible to major highways), 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: Customer Care Coordinator – Full Time, Exempt ***Part Time and flexible hours are an option. Please specify when applying.***

Reports to: Operations Manager

JOB SUMMARY: This individual is responsible for providing effective customer service by using excellent, in-depth knowledge of company products and services as well as communicating effectively with team members within the department. This individual will help to track customer trends, provide input on efficiencies, and help mold current/future training documents for the Operations Department.

ESSENTIAL DUTIES:

  • Answer customer questions pertaining to services, such as settlement facilitation and benefit validation, via phone, email and online chat within established company standards, guidelines and scripts
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle customer issues, provide appropriate solutions and alternatives within the 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 assigned

EDUCATION AND EXPERIENCE:

  • Have an Associate’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 1 year of customer service experience.
  • Preferred but not required:
  • SalesForce 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
  • Integrity

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 (but some in-office work is required)
  • Room for growth
  • Team lunches

Job Type: Full-time

Experience:

  • Customer Service: 1 year (Required)

Education:

  • Associate (Preferred)

Language:

  • Spanish (Preferred)

Work Location:

  • One location

Benefits:

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

This Company Describes Its Culture as:

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