Jonathan Carmona

Background

About Jonathan Carmona

Answers inbound for personal and business insurance calls to meet customer needs by responding to questions, redirecting customers to appropriate department/professional, or promptly escalating urgent claims according to the established Escalation criteria. Captures first notice of claim loss information from customers via multiple channels accurately and efficiently by utilizing the claim multi-line system. Assesses a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business. Actively listens and responds articulately to customer needs. Modifies communication style to provide a positive, consistent, empathetic and thorough customer experience. Makes effective use of technology to navigate numerous systems and platforms simultaneously to accurately access and input information. Builds and maintains customer satisfaction and trust when effectively applying learned product and systems knowledge