Claims Member Experience Specialist (Remote)

Job Overview

Working under minimal supervision, the Member Experience Specialist Claims contributes to Wawanesa’s goal of delivering an exceptional and consistent claims service experience by enhancing relationships with members through tracking and trending feedback utilizing various data sources.

Works collaboratively with Claims Training team to develop and deploy additional topics for dissemination to our teammates throughout the claim’s organization.

This role will also participate in the development and execution of critical and timely customer satisfaction surveys to evaluate and recommend operational improvements to member service processes;

contribute towards strategic overviews; evaluate new data collection techniques; and manage relationships with internal and external stakeholders.

Compensation : Depends on experience and varies by location.

California Compensation :

• The pay range for this position is $82,477 - $123,715 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law

Colorado Compensation :

• The pay range for this position is $74,979 - $118,092 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law

Nevada Compensation :

• The pay range for this position is $78,728 - $118,092 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law

Washington Compensation :

• The pay range for this position is $74,979 - $112,468 annually, depending on experience.
• This position is considered exempt for purposes of wage-hour law

Job responsibilities

• Analyzes Claims Net Promoter Score (NPS) and additional reporting, identifying trends / patterns, and distilling into actionablestrategic insight that drive improvements in customer satisfaction, reducing member complaints and driving a stronger member experience
• Manages all complaints and maintains Wawanesa’s social media channels to triage ratings and reviews, provide timely responses and solutions to enhance our online reputation
• Develops and enhances productive business relationships by liaising with internal and external stakeholders
• Defines activities in review and action planning sessions with various internal groups to address issues and opportunities identified through Claims NPS and other reporting
• Develops and contributes towards the configuration and implementation of data collection tools and enhanced survey responses through improved survey design
• Develops, maintains and communicates information and reports on current issues, trends and best practices related to member experience
• Presents findings to internal teams to identify improvement goals to meet member needs, resolve problems, and generate new ideas for programs or services
• Maintain in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices
• Performs other duties as assigned

Qualifications

• At least 5 years Property and Casualty industry experience. Additional experience as a member experience specialist, or similar customer support role preferred
• A bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred
• Extensive experience in gathering and interpreting member experience information
• Robust knowledge of online customer engagement platforms and channels
• Proficiency in MS Office, as well as CX and CRM software, such as InMoment
• Exceptional interpersonal skills and member-centered approach
• Great organizational and time management abilities
• Superb communication, collaboration, and problem-solving skills
• Excellent presentation skills

Benefits and Other Total Rewards Components Include :

• Medical, Dental and Vision
• Flexible spending accounts (FSA)
• Voluntary benefit plans accident, hospital indemnity and critical illness
• Supplemental short and long-term disability benefits
• Life insurance
• Enhanced 401K plan
• Paid time off (PTO) accrued at 0.0693 hours / per hour worked to a maximum annual accrual of 18 days (135 hours)
• You will be eligible for Wawanesa’s annual bonus plan, entitled Goal Achievement Plan (GAP), that rewards employees for driving Wawanesa’s success.
• Tuition Assistance and much more

Wawanesa General Insurance Company is an equal opportunity employer and is committed to a diverse workforce. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status : race / ethnicity, color, religion, creed, sex / gender, sexual orientation, gender identity / expression, marital status, pregnancy / childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status.