• Provides first level support and directory assistance to Arch external and internal customers.
• Probes to uncover customers' real needs, and manages the customer experience from intake to resolution.
• As identified by the Customer Solution Center process, intercedes for the customer to assure they are "warm transferred" to the proper Arch internal or third party resource that handles their business request or questions to meet or exceed their expectations, and follows up to ensure their satisfaction.
• Adheres to World Class Customer Service Standards, and documents all customer interactions in the call center management technology application.
• Performs necessary duties to resolve or satisfy all first-level inquiries or advance to supervisory level where applicable.
• Utilizes research tools to identify and distribute unidentifiable mail that is received electronically.
• Provides back-up to the Document Indexers to ensure the queue is cleared by the close of the business day.
• Responsible for responding to incoming phone calls and correspondence (in electronic and paper format).
• Responds to Claims calls and correspondence primarily from brokers, insured and non-insured claimants and vendors.  

Qualifications

• High School graduate or equivalent; some college or insurance related education preferred.
• 2 to 3 Plus years of experience in Customer Service
• Property and Casualty Claims Knowledge (Products, terminology)
• Excellent verbal/written communications
• Excellent Customer Service skills
• Strong interpersonal skills
• Demonstrated team behavior; willingness to help
• Excellent PC skills and knowledge of Microsoft suite
• Analytical problem solving skills
• Routing and managing electronic documents in an imaging system - ImageRight knowledge a plus

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