Quality Coordinator

Investigate and resolve customer issues and complaints. Complete root cause analysis and provide recommendations for identified process and procedure changes to enhance customer satisfaction and loyalty, gain efficiencies and lower costs.

Administer the customer care program by monitoring agent calls and web chats for accuracy and best practices.

Research liability claims filed against the company by administering claims processes to control the company's financial exposure arising from property damage claims involving the general public.

Negotiate resolution of claims with business units, insurance companies, attorneys, and customers.

Ensure compliance with regulatory rules and company tariffs.

Function as primary contact with all internal and external parties in relation to liability claims.

Initiate claims handling process by conducting a fact-finding investigation.

Obtain records from the claimant, employee/departments involved, first responders/law enforcement agencies, claims adjusters, insurance companies, and other identified parties that can assist in the claims resolution process.

Work with company supervisor/business owners to determine liability and with internal business owners, legal services, and claimants to negotiate a settlement when appropriate. Prepare and maintain complete claim files.

Handle claims effectively to control company exposure to litigation, risk, and expenditures.

Analyze claims data to determine trends and make recommendations to mitigate future risk.

Develop and deliver training to internal employees regarding the proper process and procedures for investigating and responding to customer claims. Assist in the preparation of litigation defense information.

Accurately identify root cause(s) of an issue and responsible department(s) for trending purposes. (30%)

Complete a detailed investigation of customer issues through fact finding research, utilizing all systems available. Maintain documentation that provides clear, concise, and sufficient. information to involved parties that describes facts leading up to customer's concern and resolution.

Provide clear verbal and/or written communication to internal and external customers; propose a resolution that will foster customer loyalty and ensures we are in compliance with tariffs, regulations, and established procedures. Accurately identify root cause(s) of an issue and responsible department(s) for trending purposes.

Make appropriate recommendations and/or identify action items for process improvements. (30%)

Monitor customer operations agent calls and web chats.

Maintain a working knowledge of customer service policies and procedures, as well as current events to ensure accurate and friendly service is provided to all customers.

Work with customer experience center leadership to ensure effective monitoring practices and ensure best practices are used employees subject to monitoring.

Coach monitored employees for performance improvement. (30%)

Support other quality functions through assistance in root cause analysis, development of processes, leading team projects, communications reviews, mentoring & development, training new hires for the customer experience center, and other responsibilities as assigned. (10%)

Associate degree in business administration with emphasis in risk management preferred or related field or equivalent work experience. (Typically, three years of related, progressive work experience would be needed for candidates applying for this position who do not possess an associate degree.)

Minimum of two years' experience as a customer experience agent, billing or credit representative, special services or emphasis in claims adjusting and/or risk management.

Effective communication skills to transmit information accurately and clearly in both written and verbal formats.

Effective analytical and critical thinking skills.

Ability to prioritize and manage multiple tasks and projects concurrently.

Proficient with entire suite of Microsoft Office applications.