About this role
- Claims Intake & FNOL: Accurately and efficiently capture new Auto and Property claims, ensuring all First Notice of Loss (FNOL) documentation is complete and precise.
- Leverage the best available resources to triage exposures and take the most appropriate action to advance the claim and pay what we owe.
- Consultative Policy Guidance: Provide clear, expert counsel to customers on coverage, filing options, and the claims process.
- Help safeguard and repair property while delivering peace of mind through informed, empathetic guidance.
- Effortless Customer Experience: Make every interaction seamless and easy for customers and agents.
- Be available, responsive, and proactive in setting expectations and outlining next steps.
- Speed of Execution: Match the pace of service to customer expectations.
- Expedite claims outcomes by removing friction, anticipating needs, and driving timely resolution.
- Collaborative Resolution: Partner with internal teams and external vendors to facilitate claim progression and ensure service continuity.
- Creative Problem Solving: Apply critical thinking and innovative approaches to resolve a wide variety of claims challenges and customer concerns.
- Accuracy & Compliance: Maintain high standards for documentation accuracy, confidentiality, and compliance.
- Meet or exceed service level goals for call handling and transaction quality.
- Logistical Coordination: Arrange support services such as rental cars and towing with care and efficiency, ensuring customers receive timely assistance.
- Minimum of 1-2 years of experience in a customer-facing or consultative role, preferably within insurance, financial services, healthcare, hospitality, or retail.
- Demonstrated success in roles requiring high attention to detail, problem-solving, and decision-making under time-sensitive conditions.
- Experience using claims systems, CRM platforms, or workflow tools to manage documentation and customer interactions a plus.
- Proven ability to deliver accurate, empathetic, and efficient service in a fast-paced environment.
- High school diploma or equivalent required.
- Bachelor's degree in Business, Communications, Insurance, or a related field preferred.
- Willingness to obtain and maintain applicable licenses through company-sponsored training programs.