Entry-level Claims Call Center Specialist

About the Role

The Claims Call Center Specialist plays an important role in supporting both our customers and Claims team. This position is designed for individuals who have previous claims, insurance, or high-volume call center experience and are prepared to handle customer interactions with greater independence and a deeper understanding of claims operations.

Key Responsibilities

• Provide professional, knowledgeable, and empathetic service to insureds, claimants, attorneys, carriers, and other callers.
• Receive and document initial reports of accidents and losses accurately and efficiently.
• Gather detailed loss information and ensure claim documentation is complete and accurate.
• Review and verify policy information and recognize potential coverage concerns for referral to the appropriate claims professional.
• Guide customers through the claims process and respond to a variety of claim-related questions.
• Refer insureds and claimants for estimates when appropriate.
• Route claims and calls to the appropriate claims unit based on the circumstances of the loss.
• Assist claims adjusters by providing timely information and support to customers.
• Apply working knowledge of insurance terminology, policies, coverage, and claims procedures when assisting callers.
• Handle challenging or escalated customer interactions professionally and determine when additional assistance is necessary.
• Maintain established productivity, quality, documentation, and customer service standards while managing incoming call volume.
• Support departmental operations by processing tow bills, ordering police reports, mailing claim payments, handling unmatched mail, and completing other claims-related administrative responsibilities.
• Assist with special projects and departmental initiatives as assigned.
• Serve as a knowledgeable resource to less-experienced team members when appropriate.

Requirements & Tech Stack

• PC applications proficiency and the ability to navigate multiple systems simultaneously.
• Data entry and typing proficiency of at least 30 WPM.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience.
• Prior experience in insurance, claims, or a high-volume call center environment.
• Strong verbal communication and phone skills.
• Strong organizational, interpersonal, and problem-solving skills.
• Ability to handle difficult or escalated customer interactions professionally.
• Strong attention to detail and documentation skills.
• Ability to prioritize responsibilities and work independently in a fast-paced environment.

Preferred:

• Previous experience with auto insurance or auto claims.
• Familiarity with insurance terminology, policy coverage, and the claims process.
• Bilingual skills are a plus.