Customer Service Specialist, II or Sr

Date: Aug 14, 2019

Location: Reserve, Louisiana, United States

Company: Entergy

**This position may be filled as a Customer Service Specialist II or Sr depending on the education and qualifications of the candidate.  This posting is scheduled to close on 8/21/19.**


Job Summary/Purpose

Investigates, evaluates and resolves Liability claims, including high-exposure matters, in assigned geographical jurisdictions, while interacting daily with internal and external stakeholders in order to thoroughly and fairy resolve claims.


Job Duties/Responsibilities

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

Interact with field employees and customer service functions, answering questions, explaining liability and other technical issues, while informing Claims hierarchy of all claim-related circumstances (complaints, etc.) requiring management intervention/response.

Ensure thorough claim-status communications when appropriate to Legal, Risk Management, excess insurance broker/carriers, etc., including timely issuance of reports when appropriate.

Follow protocols in requesting reserving and settlement authority.  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.

Ensure that all claims are properly coded in the claims database with respect to workgroup, cause of incident, charging of payments/recoveries, etc.  Ensure thorough running notes and formal reporting is maintained in all claim files per requirements.

Identify opportunities for process improvements, reduction in expenditures, etc.


Minimum Requirements

Minimum education required of the position

BS/BA degree, generally in Liberal Arts, Business, Insurance or Health


Minimum experience required of the position

Customer Service Spec II - 3-5 years of liability claims experience with property & casualty insurer, self-insured employer and/or TPA.

Customer Service Spec Sr - 5+ years of liability claims experience with property & casualty insurer, self-insured employer and/or TPA.


Minimum knowledge, skills and abilities required of the position

Ability to explain the processes of investigating, evaluating, negotiating, resolving, documenting and reporting-on complex claims.  Understanding elements of 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” and “political” decision-making, prioritize work, operate standard computer applications, successfully answer required behavior-based questions. 


Any certificates, licenses, etc. required for the position

Licensed Claims Adjuster (may be secured after period of employment begins) requirement.  Industry claims designations (SCLA, CWCP, AIC, etc.) preferred.

Primary Location: Louisiana-Reserve
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Req ID: 87829
Travel Percentage:Up to 25%


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



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.

Job Segment: Risk Management, Database, Customer Service, Finance, Technology

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