Title:  Customer Service Specialist I, II, or Sr (Claims Management)

Date:  Jan 7, 2021
Legal Entity:  Entergy Services, LLC
Description: 

*** This position will be filled as a Customer Service Spec I, II, or Sr depending on the candidates experience and qualifications ***

 

*** This position will be filled in Little Rock, AR ***

 

 

Entergy Corporation is an integrated energy company engaged primarily in electric power production and retail distribution operations.  Entergy owns and operates power plants with approximately 30,000 megawatts of electric generating capacity, including 8,000 megawatts of nuclear power.  Entergy delivers electricity to 2.9 million utility customers in Arkansas, Louisiana, Mississippi, and Texas.  Tracing its history to 1913 and headquartered in New Orleans, Louisiana, Entergy has annual revenues of $11 billion and more than 13,000 employees.

 

The company’s utility business provides electric retail and wholesale power to customers in four states through five utility operating companies:  Entergy Arkansas, LLC; Entergy Louisiana, LLC; Entergy Mississippi, LLC; Entergy New Orleans, LLC; and Entergy Texas, Inc.  Entergy also delivers natural gas services to 200,000 customers in New Orleans and parts of Baton Rouge, Louisiana.  Entergy is winding down its wholesale generation business, which provides power to wholesale customers primarily from our two remaining nuclear facilities located in the northern United States.

 

The electric utility industry is rapidly changing, and Entergy is entering an exciting period of growth as we prepare for the future.  We are building the premier utility, a utility that delivers sustainable value to all its stakeholders – our customers, employees, communities, and owners – as measured by strong net promoter scores, high levels of service, superior and affordable products and services, highly skilled and engaged employees, and industry-leading financial performance.  We are focusing our sights on three key priorities – customer centricity, continuous improvement, and creating a culture of belonging for our employees.  Join us as we take the next step on our journey to building the premier utility.

 

JOB SUMMARY/PURPOSE
Investigates, evaluates and resolves Public-Damage-Recovery (subrogation) claims in assigned geographical jurisdictions, while interacting daily with internal and external stakeholders in order to thoroughly and fairy resolve claims.

 

JOB DUTIES/RESPONSIBILITIES

  • Handles claims in assigned territories from start to finish, including thorough liability investigations and resolutions based on sound claims adjusting best practices and company guidelines. Oversees the activities of contracted vendors (collection agencies, etc.) when utilized.
  • 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.
  • Ensures completion of thorough internal claim-status communications to management/leadership and other departments as appropriate.
  • Follows protocols in establishing reserves/receivables and securing settlement authority per guidelines. Ensures all claims are properly documented and assertively handled.
  • Ensures that all claims are properly coded in the claims database. Ensures thorough notes/narratives and formal reporting are maintained in all claim files per requirements.
  • Identifies opportunities for process improvements and spend/cost reductions, often participating on related teams.
  • Participates in Safety training/reporting programs, storm response teams and in acts of volunteerism.

 

MINIMUM REQUIREMENTS

Minimum education required of the position
Bachelor's degree, generally in Liberal Arts, Business, Insurance or Health Administration
or work experience equivalent.  Master’s degree a plus.

 

Minimum experience required of the position

Customer Service Spec I: 0 - 3 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: 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 Sr: 5+ 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 and manage the processes of investigating, evaluating, negotiating, resolving, documenting and reporting-on complex recovery/subrogation claims.
  • Understanding elements of legal liability, fact-finding/discovery and methods for claim resolution/adjudication.
  • Ability to communicate with all levels throughout an organization, resolve conflict and accept criticism.
  • Ability to prioritize and organize work with a positive “can do” attitude.
  • Ability to operate computer applications, such as word, excel, power point and claims database.
  • Effective leadership abilities
  • Knowledge of property-related principles is a plus.  

 

Any certificates, licenses, etc. required for the position
Licensed Claims Adjuster (may be secured after period of employment begins).  Desired: Industry claims designation (SCLA, CWCP, AIC, etc.). 

Primary Location: Arkansas-Little Rock
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Req ID: 101167
Travel Percentage:Up to 25%

 

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the full statement.

 

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.


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