Job Summary:
The Claims Customer Care Specialist serves as initial contact for reporting the First Notice of Loss (FNOL) when a customer is filing an insurance claim. This role is responsible for gathering loss details, establishing the claim, and guiding the caller to the appropriate party or resource based on their needs and the relevant policy information.
Key Responsibilities:
- Establishes a connection with customers to gather and capture information, to file a first notice of loss claim- Provides an overview of the basic claims process and information of a general nature to customers.- Receives, screens, and routes incoming telephone calls and other electronic correspondence- Contacts or receives contact from customers or other claim-related third parties to obtain and/or provide necessary file information to comply with quality and process standards- Follows established guidelines specific to each claim report or inquiry to include clear and accurate documentation- Assist customers with scheduling auto and/or property inspections, and a rental car as needed- Remain empathetic, and engaged during customer interactions- Uses online resources, system-generated prompts, and claims knowledge to assist customers, and set expectations for the next steps to resolve their claim
Supervisory Responsibilities:
This job does not have supervisory duties
Preferred Qualifications:
Education and Experience
- High School Diploma or GED (preferred)
- 0-2 years experience (preferred)
- In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
- Call Center experience (preferred)
- Insurance industry knowledge (preferred)
Certificates, Licenses, Registrations
- None
Functional Skills
- Ability to empathize with the customer
- Performs routine tasks of basic complexity under general supervision
- Knowledge of Excel and Word
- Good organization skills with timely follow-up skills
- Good oral and written communication skills
- Need to be bilingual in English and Spanish
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.