Claim Call Center Representative

Stillwater Insurance Group•Jacksonville, FL

About The Position

Join a collaborative, service-focused team where attention to detail, professionalism, and customer care are valued. At Stillwater Insurance Group, you will play a critical role in supporting our Claims Department by ensuring accurate and timely claim intake while delivering exceptional service to policyholders and internal partners. Why Stillwater? Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach. Our employees consistently describe Stillwater as a place with great people, accessible leadership, and a genuine commitment to integrity. We emphasize teamwork, professional development, and internal growth within a positive, high-performing environment. Role Overview The Claims Call Center Representative supports the Claims Department by capturing First Notice of Loss (FNOL) information, establishing new claim records, and managing incoming communications across the enterprise. This role requires strong data entry accuracy, effective communication skills, and the ability to navigate multiple systems efficiently. Cross-training in administrative functions is expected to provide resource support across the Claims Department.

Requirements

High school diploma or GED equivalent
Minimum 2 years of call center experience
Strong data entry skills with typing speed of 32 WPM or higher
Proficiency in Windows-based operating systems and Microsoft Office applications
Ability to navigate multiple screens and systems quickly and accurately
Strong comprehension skills and professional demeanor
Solid written and verbal communication skills
Demonstrated attention to detail and problem-solving ability

Nice To Haves

Bilingual (Spanish/English)
Prior insurance industry knowledge or experience

Responsibilities

Process First Notice of Loss reports received via phone and non-phone reporting channels accurately and within established service standards
Create and maintain new claim records in applicable systems
Handle incoming calls and enterprise-directed communications professionally and efficiently
Research and resolve complex claim inquiries, escalating when appropriate to ensure effective resolution
Liaise with internal and external stakeholders to clarify information and resolve issues
Utilize internal claims systems and tools with accuracy and efficiency
Provide feedback and recommendations to improve service quality and customer experience
Follow company procedures to ensure compliance with risk management and regulatory requirements
Cross-train in administrative duties to support broader Claims Department operations