Associate Claims Care Center Representative

About the Role

Provides customer experience by managing phone and digital interactions on new and existing claims and assisting with immediate needs. May maintain an inventory and assist the adjusting lines with low-complexity claim inventory.

Position Compensation Range: $25.00 - $31.88 per hour. Compensation may vary based on job level and geographic work location.

Relocation support is offered for eligible candidates.

Key Responsibilities

• Reviews and applies coverage, assigns services, interprets estimates and adjuster notes, and processes payments.
• Demonstrates effective planning and organizational skills, including time management, adhering to a schedule, and servicing customer claims.
• Efficiently handles interactions via inbound calls, outbound calls, and digitally.
• Completes cross-functional responsibilities with multiple lines of business across the enterprise.
• Demonstrates the ability to work independently and problem-solve.
• Identifies and gathers necessary information to accurately process claims and achieve business goals.
• Provides exceptional customer service to internal/external customers and business partners.
• Utilizes claim systems and other applications necessary to complete job tasks with precision.
• May maintain a claim inventory and may assist the adjusting lines with low-complexity claim inventory.

Requirements & Tech Stack

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated ability to review and apply coverage, assign services, interpret estimates and adjuster notes, and process payments.
• Demonstrated ability to work independently and problem-solve.
• Demonstrated experience handling interactions via inbound calls, outbound calls, and digitally.

Qualifications

Licenses: Not applicable.

Travel Requirements: Up to 10%.

Physical Requirements: Work that primarily involves sitting/standing.

Additional Information

• All employees participate in New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations. Sessions may be delivered virtually.
• Offer to selected candidate will be made contingent on the results of applicable background checks.
• Offer to selected candidate is contingent on signing a non-disclosure agreement.
• Sponsorship will not be considered for this position.
• Positions will be primarily home based, however candidates must be located within a daily commutable distance (e.g., under 50 miles) to one of the following offices:
• Madison, WI
• Boston, MA
• Minneapolis, MN
• St. Joseph, MO
• Phoenix, AZ
• Keene, NH
• Denver, CO
• Atlanta, GA
• Employees may be asked to come into an office for in-person events, trainings, and meetings.

Benefits

• Comprehensive medical, dental, vision, and wellbeing benefits.
• Competitive 401(k) contribution.
• Pension plan.
• Annual incentive.
• 9 paid holidays.
• Paid time off program (23 days accrued annually for full-time employees).
• Student loan repayment program.
• Paid family leave.
• Interns and contingent workers are not eligible for American Family Insurance Group benefits.