As Claims Resolution Advisor, you’ll support customer success by ensuring customers have a positive experience when they need to resolve a claim. You’ll use your creative problem solving and conflict resolution skills while demonstrating empathy and understanding to provide the most effective resolution to a customer’s concerns, and ultimately help minimize the impact of claims on the company’s success.
What You’ll Do
Receive and action inbound claims calls and emails from customers
Use your product expertise to assess a claim’s validity and provide recommendations to fix the issue
Handle claims from initiation through to completion, and problem solve to find the most effective solution to meet the customers’ needs and the company’s
Actively follow up on open claims to drive resolution time down
Identify and raise consistent claim sources to appropriate teams to assist in mitigation
Handle claims exceptions and work with vendors, carriers, and internal teams to resolve quickly and with the customer’s best interest in mind
Work with the rest of the Claims Resolution Team to develop and implement strategies to enhance customer satisfaction
Organize, prioritize, and manage a high-volume workload in an environment that requires multi-tasking and includes frequent interruptions
Interact with clients in a caring, tactful, respectful, and objective manner in sometimes sensitive or difficult circumstances
Achieve a team Net Promotor Score (NPS) rating of 7.5 or higher
Reduce claim processing on a month by month basis
Maintain an average claim resolution time of 24 hours
What You’ll Need
Minimum 1 years customer service experience
Demonstrated proficiency in Word and Excel
Experience communicating with customers both over the phone and via email
Ability to take initiative and suggest improvements
Excellent written and verbal communication and interpersonal skills
What You Must Have
High level of trust and a commitment to doing what you say you are going to do.
An obsession for delighting customers.
A passionate drive to deliver results and constantly raise the bar.
An entrepreneurial spirit that embraces change and challenges with enthusiasm.
Ability and desire to be scrappy, move fast and operate effectively in a rapidly changing environment.
Innate motivation to learn and continuously develop yourself and others.
Commitment to fearless communication.
Founded in 1999, BuildDirect is the innovative marketplace for purchasing and selling quality home improvement & flooring materials online. BuildDirect co-founders wanted to simplify the home improvement industry and give the power of choice back to the homeowner and home improvement professional. They wanted to provide those seeking to build or improve homes with an online marketplace to access the flooring products they want, at the prices they’d love, delivered on time directly to their doorstep.
And today we do just that.
Servicing North America, BuildDirect connects homeowners and home improvement professionals with sellers around the world, creating a much simpler and trusted shopping experience. The platform offers Pro’s and Homeowners the ability to purchase various volumes of flooring products direct from Sellers. This keeps costs low, often up to half the price found at big box stores or specialty retailers, and provides efficient direct-to-home (or jobsite) shipping of those products.
Office located in the heart of the growing tech area of downtown Vancouver, with 360-degree views of the city, easy access to public transit, near 100’s of restaurants & bars, and onsite ping pong
Weekly fresh fruit deliveries and unlimited fresh coffee & tea
Newly renovated onsite gym, lockers, and bike storage
Employee stock options
Extended health benefits (i.e., naturopath, massage therapy, acupuncture)
Annual learning benefit
Regular company-wide & team events
A culture of talented people, that like to have fun!