Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing PC company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.

PURPOSE OF THE JOB

The purpose of this job is to serve as the first point of contact to process new injuries reported by customers. This position exists to ensure that initial requests from customers are handled thoughtfully and thoroughly, while following Company standards and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides excellent customer service as the first point of contact for customers.

Provides customer care and service to insureds.

Answers all incoming inquiry calls directed by general switchboard.

Receives and intakes new initial claim documentation either via phone, e-mail, or fax and enters into claim systems.

Responds to insureds in a timely manner.

Directs questions to the appropriate contact in the department.

Inputs new claims into enterprise resource planning (ERP) system as well as creates written documentation including physical file for manual storage.

Reviews insurance policy information to determine coverage.

Completes data entry for all first reports of injury.

Determines severity of injuries and advises the appropriate levels of staff within standard operating procedures.

Communicates with insureds, agents, internal and external stakeholders, as necessary.

Assists examiners in contacting insureds or other involved persons to obtain missing or incomplete information to process claim.

Receives and/or returns telephone calls as directed by claim examiner.

Responds to insureds, agents or outside participants, as directed.

Processes incoming mail and other administrative duties relating to claims.

SUPERVISORY RESPONSIBILITIES

This role does not have supervisory responsibilities.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required. Minimum 1 year of related experience and/or training; or, equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

KNOWLEDGE AND SKILLS

Working knowledge or familiarity with customer service techniques, principles and practices. Insurance industry understanding, a plus. Ability to read, write and comprehend simple instructions, short correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

PHYSICAL REQUIREMENTS

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.

WORK ENVIRONMENT

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.

#LI-ET1 #LI-Hybrid

The current range for this position is

$18.65 - $29.41

This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP?

• Challenging work and the ability to make a difference

• You will have a voice and feel a sense of belonging

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match

• Bonus potential for all positions

• Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)

• 10 paid holidays throughout the calendar year

• Want to continue learning? We’ll support you 100%

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

At ICW Group we offer a work environment that encourages entrepreneurialism and celebrates success. Our team members are hands-on contributors who are given the opportunity to make an impact. It's our people who make us an employer of choice and the vibrant company we are today.