Customer Experience Processor at Root Insurance
United States
<meta><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><b><strong style="white-space:pre-wrap;">The Opportunity</strong></b></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">The Customer Experience Processor plays a critical role in ensuring Root delivers a seamless and high-quality experience to every customer. This position supports essential processing workflows, ensuring accuracy, timeliness, and attention to detail in every transaction. Working behind the scenes, the Processor helps keep our operations running smoothly, directly supporting Root’s mission to make car insurance fair and simple for everyone. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and takes pride in getting the details right.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;"><b><strong style="white-space:pre-wrap;">Salary Range</strong></b><span style="white-space:pre-wrap;">: $18.17/hr.</span><br><br><span style="white-space:pre-wrap;">Root is a “work where it works best” company. This means we will support you working in whatever location that works best for you across the US.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;"><b><strong style="white-space:pre-wrap;">How You Will Make an Impact</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Review and interpret state-specific policy language to approve, pay, or deny roadside assistance claims.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Process lienholder additions and troubleshoot web portal or document issues.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Contact agencies and carriers to process prior coverage cancellations across multiple lines of business.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Triage and assign inbound faxes and mail to ensure timely and accurate handling.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Research and resolve customer or internal requests using Root’s internal tools.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Serve as a subject matter expert for assigned processing functions.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Understand state-specific financial documentation requirements.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Communicate directly with customers via email, answering filing questions and confirming completion.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Partner with claims adjusters to file required documents for customer claims.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Identify and implement process improvements that enhance accuracy and efficiency while consistently meeting business performance goals and quality standards.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;"><br><b><strong style="white-space:pre-wrap;">What You Will Need to Succeed</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">6–12 months of experience in customer service, claims processing, or the insurance industry.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Strong written and verbal communication, active listening, and problem-solving skills.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Detail-oriented mindset with the ability to multitask in a fast-paced environment.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Demonstrated patience, empathy, and professionalism when interacting with customers.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Proactive and adaptable, with a commitment to continuous learning.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Positive attitude and ability to build rapport through clear, inclusive communication.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Proficiency in Microsoft Office and Google Workspace applications.</span></li><li style="color:rgb(0,0,0);margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Understanding of Root’s insurance product and mobile app preferred.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;"><br><br><span style="color:rgb(29,28,29);background-color:rgb(255,255,255);white-space:pre-wrap;">As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="color:rgb(29,28,29);white-space:pre-wrap;">Please see our Privacy Notice available </span><a href="http://inc.joinroot.com/california-job-applicant-privacy-notice/" target="_blank" class="css-173makr-linkStyle" style="color:rgb(30,74,169);cursor:pointer;"><span style="color:rgb(29,28,29);white-space:pre-wrap;">HERE</span></a><span style="color:rgb(29,28,29);white-space:pre-wrap;"> for more information on how we process your personal data.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="color:rgb(29,28,29);white-space:pre-wrap;">Consistent with the Americans with Disabilities Act (ADA) and the Civil Rights Act of 1964, it is the policy of Root to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for Root. The policy regarding requests for reasonable accommodation applies to all aspects of the hiring process. If reasonable accommodation is needed, please contact recruiting@joinroot.com</span></p>
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