Customer Service Call Center Representative
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Customer Service Call Center Representative
Ref No.: 18-08269
Location: Tampa, Florida
Princeton Information is seeking a Customer Service Call Center Representative for a contract to perm opportunity with an excellent organization. The client company provides alternative dispute resolutions which is a quicker and more cost-effective way of resolving insurance disputes instead of filing litigation. The arbitration decisions carry the same weight as a judgment from a court proceeding. This position contributes to the accomplishments of the Operations department by:
  • Being the first point of contact with member companies for processes, requests and arbitration rule clarifications
  • Facilitating the arbitration hearing process by onboarding new member companies, third-party administrator (TPA) companies and new arbitrators in the arbitration system
  • Providing support to arbitrators that render a decision on the arbitration filings and their Field Arbitration Managers (FAMs) with the hearing process
  • Coordinating the scheduling, case assigning, developing of ad hoc reports, and ensuring turnaround times are met
  • Assist in analyzing decision disputes when involved companies believe errors occurred on arbitration filings and wish to have the decisions voided/corrected

Specific Duties:
Handling incoming calls from member companies on what type of claims qualify for arbitration, how to file arbitration cases, which application the case qualifies for, clarification on arbitration rules, assistance with rendering a decision on a case, and assistance with interpreting an arbitration decision.

Process incoming emails via Issuetrak by routing issues to correct department for handling, research issues raised by member via Issuetrak, and responding to Issuetraks while maintaining set department turnaround times.

Reviewing arbitration filings to determine if filings are proper and arbitration can proceed.

Updating system to reflect material received by mail from companies on the arbitration filings. Monitor evidence received via RightFax system, and following up with the member representatives when errors occur with uploading their evidence to the arbitration filings.

Balance workload of case assignments, issuetrak processing, phone coverage, and other duties of MSC teams to stay within expected turnaround times.
Set up hearings with hearing dates and case types in Caseman for different types of hearings (NYPIP personal rep, Auto teleconferences, Special/Property teleconferences, Product Liability cases, and regular cases).

Work with Field Arbitration Managers to create and maintain member participation plans in the AMA.

Assign arbitration cases to the most qualified arbitrators based on the AMA participation plans.

Monitor arbitrator support mailbox to assist arbitrators with evidence and decision issues, and assign arbitration cases per on-demand case assignment requests.

Review arbitration cases prior to NY PIP hearings to classify cases and determine best qualified arbitrator for case assignments.

Coordinate teleconference hearings for Special / Property cases with Staff Arbitrators and members.

Coordinate teleconference hearings for Product Liability cases with facilitators, member arbitrators, and member filers.

Coordinate hearing of cases with physical evidence (DVDs) with staff arbitrator.

Monitoring case assignments and removing filings from arbitrators when decisions are not rendered by a given deadline.

Monitor arbitration case availability to determine best routing of assignments to fulfill member commitments and report case volume and assignment status to management team.

Provide specialized reports to member companies as arranged by Field Arbitration Managers.
Reviewing issues when decisions are disputed or companies will not honor the arbitration award decision.

Analyzing the issues, considering the arbitration rules, and state statutes to determine whether errors occurred.

Following up with companies on outcome. Addressing escalated issues relating to the review.
Adding new member companies to the arbitration systems and types of arbitrations that can get filed based on the arbitration agreement provided.

Setting up new third-party administrator (TPA) companies to file on behalf of member companies.

Support arbitrator onboarding process by receiving new arbitrator profiles, enter into Caseman and company website, and register arbitrators in Moodle for appropriate testing.

Monitor new arbitrator testing and activation of arbitrators when testing is completed.

Research exceptions in AMA related to onboarding process to allow arbitrators to continue onboarding process.

Upload reports related to arbitrator onboarding to AMA for arbitrator entry and case assignments.

Updating these records based on company's request. Performing maintenance on records by using system reports. Addressing escalated issues relating to setting up and maintaining these records.
Providing assistance to managers and Members on report needs and create new reports based on business needs.

Assist with generating monthly member reports to send to member contacts.

Assist MSC management with training staff on issuetrak processing, phone call handling, and case assignments.
Providing assistance in projects and onboarding new systems to troubleshoot issues, provide feedback on new projects and act as subject matter experts.
Knowledge, Skills, Ability:

The experience required for this job is intermediate level of customer service skills and strong writing skills. The position requires business skills normally obtained in a planned on-sight training i.e. company rules and processes, office equipment, and intermediate level of Microsoft Office. On the job training with rules and process application are required to effectively perform the duties of this job. It would take someone with appropriate preparation and experience six (3) months to perform this position satisfactorily.