• Provide billing-related customer service and respond to inquiries • Process and manage claims accurately and in a timely manner • Cross-check and validate rate sheets for accuracy • Maintain and update billing records and spreadsheets • Assist with data analysis and reporting using Excel

• Assists internal and external customers with moderately complex issues related to insurance matters. • Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements. • Communicates with customers via multiple channels while navigating multiple systems and platforms. • Receives and responds to inquiries related to insurance matters. • Interacts with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. • Evaluates and interprets policy information within prescribed authority limits. • Accesses account information and communicates while working in multiple systems. • Uses account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. • Documents customer interactions and outcomes thoroughly in system. • Escalates unresolved issues requiring advanced support for further resolution. • Builds knowledge and acumen through self-directed learning. • Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements. • Helps maintain department knowledge resources to keep them current. • Partners with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. • May work with external vendors to further address customer needs.

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them — and their family members — achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, check out our Candidate Guide. CNA has an opportunity for a Customer Service Specialist to join our Customer Support Contact Center Team supporting our customers, agents and brokers within the US. JOB DESCRIPTION: Essential Duties & Responsibilities - Performs a combination of duties in accordance with departmental guidelines: - Receives and responds to calls and emails by providing responses in writing and/or by telephone within designated timeframes. - May utilize logs or other tools to track and update issues. - Provides user assistance within applications. Reporting Relationship Supervisor or above Skills, Knowledge and Abilities - Strong written, verbal and interpersonal communication skills, including professional phone etiquette and the ability to work with internal and external customers at all levels. - Strong analytical skills with the ability to work independently and proactively to identify and resolve problems. - Solid computer skills including Microsoft Office Suite and other business related software. - Strong organizational skills including the ability to handle multiple tasks and prioritize work. - General knowledge of the insurance industry. - Acts with a sense of urgency to provide superior service to our customers and internal business partners. Takes ownership to see things through to a timely resolution. - Builds strong relationships with customers and colleagues, demonstrates teamwork and collaboration - Communicates professionally and effectively, follows up, and keeps customers informed. Acts like an owner when making decisions. - Embraces existing and new technology, effectively utilizes desktop tools to multi-task and deliver efficient customer service. Education and Experience - High school diploma, GED or equivalent experience. - Typically a minimum of one year of relevant experience. #LI-DM1 #LI-Remote CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.

• Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers • Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints • Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner • Mitigates and prevents complaints from being escalated to resolve in initial contact • Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns • Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution • Maintains performance and quality standards based on established contact center metrics • Provides customer service in a high pace contact center environment over the phone, via live chats and emails • Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications • Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance • Performs other duties as assigned • Complies with all policies and standards