The above represents the full salary range for this job requisition. Ultimately, in determining your pay and job title, we'll consider your location, education, experience, and other job-related factors, and will fall within the stated range. Your recruiter can share more information about the specific salary range during the hiring process.

This role will work in our Charleston, West Virginia office and upon being fully trained and proficient will have the option to work in office, hybrid or remote from home.

The position will report to the Assistant Vice President, Engagement Center Operations.

Are you a Referral?

If you know a current Encova Insurance associate and would like to apply as a referral, please encourage them to submit your referral information before you submit your application. You will receive an email with a direct URL link to the Job Posting of interest. Applying through this URL link will create your referral relationship for our Talent Acquisition Team.

Unique residence requirements are listed in each job posting, please review closely for details.

Encova is only able to employ associates who reside and work within specific U.S. states. Our current policies are based on the laws in states in which we are registered for payroll. Our current footprint includes:

Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin.

JOB OBJECTIVE:

The Engagement Center Representative provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions regarding Workers’ Compensation, Commercial and Personal Lines insurance.

ESSENTIAL FUNCTIONS: 

Provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions Analyzes information received from the customer, triages facts to determine what is being requested, and determines what action is to be taken Interact with other associates across the organization to answer questions, provide support or assist in problem resolution for customers and agents. Creates certificates of insurance for policyholders Enters or updates specific claim, policy and/or customer data into computer system Researches medical bill coding issues or pharmacy related issues Provide support to customers and agents while using the Encova Edge Portal Take payments from customers or assists customers with online payment portal

OTHER FUNCTIONS: 

Other functions as needed

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to provide excellent customer service to both external and internal customers
• Ability to work as a team member and perform based on established standards and expectations
• Ability to multi-task
• Must be detail-oriented
• Excellent written and oral communication skills
• Experience with Microsoft Products
• Utilize critical thinking skills
• Ability to work proficiently in multiple systems
• Ability to consistently exercise sound judgment
• Ability to effectively analyze and apply information
• High school diploma or equivalent required 
• One year of previous full-time experience in customer service preferred, insurance experience within multi-line industry preferred

This position has been evaluated in accordance with the Americans with Disabilities Act.  Encova Insurance makes every effort to reasonably accommodate disabilities to permit performance of the essential functions and candidates who need such accommodation are encouraged to seek it.  This description reflects the nature and level of work performed by associates in this position.  It is not an all-inclusive inventory of duties, responsibilities and qualifications required.  It provides an accurate overview of the work and skills needed to perform this position.  Because job content may change from time to time, Encova Insurance reserves the right to add and/or delete functions from this job as it deems necessary for business reasons.

Ready to join our team?
At Encova Insurance, we firmly believe that our associates drive our company's success by delivering unrivaled service to our customers. With success in mind, we make an ongoing effort to provide an environment that offers challenging, stimulating, and financially rewarding opportunities. Join us to discover a work experience where you can learn and grow to your fullest potential.

What you can expect from us

In addition to a competitive compensation package, we offer a comprehensive benefits package designed to support the well-being and growth of our associates. Available benefits (subject to any policy or plan changes) include, but are not limited to:

• Health, Dental & Vision Insurance

• Company-provided life and income protection plans

• Eligibility to participate in a company incentive bonus program

• 401(k) Retirement Plan - 100% company match up to 7% on annual salary

• Paid Time Off, Paid Holidays, and Floating Holidays

• Flexible Work Arrangements - Hybrid and remote depending on the role

We believe that happy, healthy associates are the foundation of great work. Join us and thrive both professionally and personally.

Encova Insurance is an EOE/E-Verify employer.