Associate Claims Care Center Representative

Job Description

REQUIREMENTS

• Proficiency handling work via phone, outbound follow-ups, and digital channels, adapting tone and clarity by channel.
• Strong organization skills: ability to prioritize, manage a queue/inventory, and meet deadlines with high quality.

Preferred Qualifications

• Demonstrated success in customer-facing roles where you handled sensitive situations, de-escalated concerns, and built trust through clear communication and follow-through.
• Ability to listen actively, ask purposeful questions, and document accurately while navigating multiple systems in a fast-paced environment.
• Comfort making decisions within guidelines and authority, including applying coverage direction, interpreting documentation (notes/estimates), and taking appropriate next actions.
• Strong problem-solving and ownership mindset: you take accountability, remove obstacles, and know when/how to escalate for the best customer outcome.
• Experience supporting customers through complex or emotional events (loss, financial stress, urgent repairs) with empathy and professionalism.

RESPONSIBILITIES

• Serve as the first point of contact for customers reporting a new loss or calling on an existing claim, delivering an empathetic, clear, and low-effort experience across Property, Auto, and Specialty claims via phone and digital channels.
• Gather, verify, and document complete loss details using strong listening and investigative questioning; maintain accurate claim file notes and data quality to support timely decisions and minimize rework.
• Review claim information and coverage guidance (e.g., prior activity, adjuster notes, estimates) to take appropriate next actions within authority.
• Set expectations and guide customers through next steps—timelines, required documentation, and available resources—while proactively following up on commitments and escalations.
• Manage assigned claim tasks and/or low-complexity inventory, prioritizing work by customer impact, severity, and deadlines while balancing schedule adherence, productivity, and quality/compliance standards.
• Partner effectively with adjusting teams and cross-functional internal stakeholders (e.g., agencies, underwriting, billing) to resolve issues, remove barriers, and improve the end-to-end customer experience.
• Utilize systems and related applications efficiently and accurately, safeguarding confidential information and adhering to all policies, procedures, and regulatory requirements.

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