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Claims Service Consultant 

Location Ohio - Cleveland  
Category Claims  

Basic Function - Answer questions pertinent to an existing claim and determine appropriate course of action.  Initial loss taking and claim set-up includes but is not limited to: recognizing exposure and documenting specific details of loss, indexing injuries, selling company programs, establishing features, assigning claims to an adjuster, using judgement and initiative to determine what additional service or assistance is warranted under the particular call and transferring the caller to the appropriate adjuster and/or work group.

Person can be called upon to handle new loss reports ranging from severe human trauma to minor accidents.

Responsible for maintaining and growing a relationship between National General Insurance and current policyholders.


Duties/ Responsibilities

For all duties and responsibilities, incumbent will take ownership of any issue, problem, or error that could potentially impact the loss participant.

Receives calls for all lines of business and sets up new losses and documents system with the appropriate information.  

Accesses new loss information to determine extenuating circumstances including but not limited to: providing car rental, lodging or any additional services. The person in this position can deal with most situations independent of a supervisor.

Recognizes opportunities to offer early tow, make shop recommendations and offer other company programs as necessary.

Once loss is set up on the system, the call is then transferred to the appropriate TCR or Field office.  This includes; determining the appropriate location, severity of loss, etc.

Recognize opportunities to determine liability in the early stages of the claim. 

Learn how to recognize subrogation or fraud potential and how to appropriately handle.

May backup New Loss Entry Specialists.

Position Requirements

Technical Competencies - Demonstrates working knowledge of the claim system(s)

Demonstrates professional phone etiquette.

Demonstrates a familiarity with company policies/ procedures.

Demonstrates a working knowledge of departmental organizational structure/function.

Demonstrates a basic understanding of the insurance industry.

Demonstrates effective interpersonal skills

Associates or Bachelor degree preferred or equivalent related customer service experience.

Demonstrates an understanding of the unit’s processes, work practices and procedures and their relationship to other functions.

High degree of initiative, mature judgment, and discretion.

Ability to resolve conflicts and empathize with customers is critical.

Requires knowledge of how to perform a variety of duties or how to operate standard equipment:
                type 30 wpm
                Intro to Excel, Word, etc.
                prior PC experience

        92%+ Manned time
        94%+ Call audits
        92%+ File documentation

Demonstrates a thorough understanding of the GMAC Insurance brand and ability to exhibit the behaviors associated with it.

About the Organization National General Insurance is one of the largest automobile insurers in the United States. National General Insurance offers a variety of property and casualty products, including personal auto, RV, motorcycle, commercial auto and homeowners insurance. With a nationwide network of claims professionals, local independent agents and a 24-hour, toll-free claims hotline available 365 days a year, National General Insurance provides superior claims service for its customers.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays
• Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland office)
• Subsidized parking (Cleveland office)

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Req Number CLA-13-00083  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  

This position is currently not accepting applications.

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