Claims Customer Service Representative

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property – such as manufactured homes and specialty dwellings – and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can’t.

Headquartered in Amelia, Ohio, and with associates located across the United States, we are part of Munich Re’s Global Specialty Insurance division. Our employees receive boundless opportunity to grow their careers and make a difference every day. 

We are seeking a compassionate and detail-oriented Customer Service Representative to provide exceptional support to our policyholders during their time of need. As the first point of contact for newly reported claims, you will play a critical role in ensuring a positive experience for our customers.

Key Responsibilities:

• Provide empathetic and professional support to policyholders via inbound calls (approx. 80-100 calls a day with a 5-7 min average handling time), capturing detailed information for newly reported claims and answering questions about the claims process
• Accurately enter claim details into our claim software while on the phone with customers
• Respond to inquiries regarding claim status, settlement, and pending documentation
• Utilize Microsoft Office Suite on a daily basis to manage and document customer interactions

Work Environment:

• This is a high-volume inbound call center role, with back-to-back customer calls and scheduled breaks
• The position follows a hybrid schedule, with 40-50% of worktime spent in our Amelia, OH office and the remaining time working from home
• To be successful in this role, you must have a dedicated home office space that is free from distractions and outside noise, with the ability to connect to high-speed Ethernet

Schedule and Requirements:

• Monday - Friday, 10am - 7pm EST (full-time)
• Overtime may be required during catastrophes

Qualifications:

• At least 1 year of customer service experience, with call center experience being highly preferred
• High School Diploma or equivalent required; Bachelor's degree preferred
• Excellent communication and customer service skills, with a strong emphasis on empathy, active listening, and conflict resolution
• Ability to learn quickly and pay attention to detail, with a strong focus on accuracy and quality in a fast-paced environment
• Efficient multitasking skills, with the ability to type while listening to customer calls and navigate multiple software systems simultaneously
• Proficiency in Microsoft Office Suite, with the ability to learn and adapt to new software and technology
• Reliable high-speed internet connection and a dedicated home office space that is quiet, private, and free from distractions (for hybrid work arrangement)
• Ability to work a flexible schedule, including evenings and overtime as required, with a commitment to being available during catastrophes and peak periods

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible).
• Prescription drug coverage (included in your health insurance plan).
• Vision and dental insurance plans.
• Additional insurance coverages provided at no cost to you, such as basic life insurance equal to 1x annual salary and AD&D coverage that is equal to 1x annual salary.
• Short and Long Term Disability coverage.
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes Spouse/domestic partner and children).
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity).

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded.
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries.
• Eligibility to receive a yearly bonus as a Munich Re employee.
• A variety of health and wellness programs provided at no cost.
• Paid time off for eligible family care needs.
• Tuition assistance and educational achievement bonuses.
• A corporate matching gifts program that further enhances your charitable donation.
• Paid time off to volunteer in your community.
• Free parking.
• A hybrid environment that gives you a choice in where and how you get work done.
• A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop.
• An on-site complimentary workout facility as well as walking trails on campus grounds.
• On-site wellness center complete with nurse practitioner.

At American Modern, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us.  Our goal is to foster an inclusive culture and build a workforce that reflects the communities in which we live and work.  We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day.  We recruit and talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.