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Customer Service Specialist - Claims

Date: Jun 25, 2024

Location: Reserve, Louisiana, United States

Company: Entergy

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, Inc.-ESI (OLD)

COMPANY INFORMATION

At Entergy (NYSE: ETR), we power life. More than 100 years ago, our founder Harvey Couch started this company with a handshake, some sawdust and a vision. Couch wanted to bring safe, affordable, reliable energy to the Middle South – energy that would power the lives of people and communities. Today, Entergy is an integrated energy company engaged primarily in electric power production and retail distribution operations. We own and operate power plants with approximately 30,000 megawatts of electric generating capacity, including nearly 9,000 megawatts of nuclear power. The 13,000 men and women of Entergy deliver electricity to 2.9 million utility customers in Arkansas, Louisiana, Mississippi and Texas, generating annual revenues of approximately $10.8 billion. Entergy Corporation is a Fortune-300 company that has won numerous awards for safety, diversity, and social responsibility. Selected awards include:

• Black Enterprise Magazine - Best Companies for Diversity

• Women's Business Enterprise National Council - America's Top Corporations for Women's Business Enterprises

• Corporate Responsibility Magazine - 100 Best Corporate Citizens

• Dow Jones Sustainability North America Index

• U.S. Chamber of Commerce - Best Economic Opportunity and Empowerment Program

• U.S. Department of Labor - Platinum HIRE Vets Medallion Award

• Points of Light - The Civic 50

• Edison Electric Institute - Business Diversity Innovation Award

• Human Rights Campaign Foundation - Corporate Equality Index

**This position may be filled as a Customer Service Specialist I, II or Senior based on the qualifications and experience of the selected candidate. *

JOB SUMMARY/PURPOSE

Investigates and resolves Liability, PDR, or W. Comp claim assignments while interacting daily with internal and external stakeholders in order to thoroughly and fairly resolve claims.

JOB DUTIES/RESPONSIBILITIES

• Handles claims in assigned territories from start to finish, including thorough investigations and resolutions based on sound claims adjusting best practices and company guidelines. Oversees the activities of contracted vendors when utilized.

• Works closely with the appropriate accounting departments to ensure proper processing of recoveries, claimant, or vendor payments. Prepare and provide management reports as requested.

• Handles specific assignments and projects that support the department objective.

• Interacts with field employees and customer service functions, answering questions, explaining liability and other technical issues, while informing Claims hierarchy of all claim-related circumstances (i.e.: customer complaints, regulatory/executive complaints, etc.) requiring Management intervention/response.

• Follows protocols in establishing reserves/receivables and securing settlement authority per guidelines. Ensures all claims are properly documented and assertively handled. Ensure all claims are properly reserved for anticipated liabilities or recoveries, reviewing reserve adequacy at least once per month, and properly requesting authority to adjust large reserves.

• Utilize available databases and math skills to retrieve and calculate the values of claims for recovery/subrogation. Support paperless claims handling philosophy, which requires strong computer skills.

• Supports the overall PDR, Liability, and Workers Compensation process.

MINIMUM REQUIREMENTS

Minimum education required of the position

Bachelor's degree, generally in Liberal Arts, Business, Insurance or Health Administration. Master’s degree a plus.

Minimum experience required of the position

Customer Service Spec I: 3-5 years of liability and/or subrogation claims adjusting experience with property & casualty insurer, third-party administrator, or self-insured employer group.

Customer Service Spec II: 5+ years of liability and/or claims adjusting experience with property & casualty insurer, third-party administrator, or self-insured employer group.

Customer Service Spec Sr: 10+ years of liability and/or subrogation claims adjusting experience with property & casualty insurer, third-party administrator, or self-insured employer group.

Minimum knowledge, skills and abilities required of the position.

• Commitment to Safety.

• Ability to explain the processes of investigating, evaluating, negotiating, resolving, documenting and reporting-on complex claims. Understanding elements of compensability, legal liability, fact-finding/discovery, and methods for claim adjudication. Ability to communicate with all levels throughout an organization, resolve conflict, accept push-back and criticism, understand “economic” decision-making, prioritize work, operate standard computer applications, successfully answer required behavior-based questions.

• Acts as a resource for colleagues with less experience; may lead projects with manageable risks and resource requirements.

• Ability to explain difficult or sensitive information; works to build consensus.

• Ability to prioritize and organize work.

• Ability to work independently in a fast-paced environment with diverse internal/external stakeholders.

• Perform work outside of these duties, as needed, for storm, restoration, or other emergency events.

Any certificates, licenses, etc. required of the position

Licensed Claims Adjuster (may be secured after period of employment begins).

#LI-SP1

#LI-HYBRID

Primary Location: Louisiana-Reserve Louisiana : Reserve || Louisiana : New Orleans

Job Function : All Other Jobs

FLSA Status : Professional

Relocation Option: No Relocation Offered

Union description/code : NON BARGAINING UNIT

Number of Openings : 1

Req ID: 115005

Travel Percentage :Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en_US) to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here (humanr@entergy.com?subject=Accessibility) and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity) and Pay Transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .

Pay Transparency Notice:

Pay Transparency Nondiscrimination Provision (dol.gov) (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.

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