Experience Auto Claims Call Center Specialist

First Chicago Insurance Company (FCIC)•Chicago, IL

4d•$18 - $20

About The Position

First Chicago Insurance Company is seeking an experienced Claims Call Center Specialist to join its Claims team. This role is intended for someone with prior claims, insurance, or high-volume call center experience who can handle customer interactions with greater independence and apply a working understanding of claims operations. The specialist serves as a first point of contact for insureds, claimants, attorneys, carriers, and other parties reporting or asking about claims. The role gathers and documents loss information, helps callers navigate the claims process, identifies situations that may need additional review, and supports claims adjusters and the broader Claims department. It requires strong customer service skills, sound judgment, attention to detail, and the ability to manage varied customer and claims situations in a fast-paced environment. The position supports customers and the Claims team through regular interactions with people following accidents or losses. The specialist is expected to work independently, recognize when additional review is needed, and maintain accuracy and service standards. The role also offers opportunities to expand claims knowledge and prepare for further career opportunities within the Claims department and organization.

Requirements

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.
Data entry and typing proficiency of at least 30 WPM.
Proficiency with PC applications and ability to navigate multiple systems simultaneously.
Ability to prioritize responsibilities and work independently in a fast-paced environment.

Nice To Haves

1–2+ years of insurance, claims, or related call center experience.
Previous experience with auto insurance or auto claims.
Familiarity with insurance terminology, policy coverage, and the claims process.
Associate or bachelor's degree.
Bilingual skills.

Responsibilities

Provide professional, knowledgeable, and empathetic service to insureds, claimants, attorneys, carriers, and other callers.
Receive and accurately document initial reports of accidents and losses.
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 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.
Provide timely information and customer support to claims adjusters.
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.
Process tow bills, order police reports, mail claim payments, handle unmatched mail, and complete 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.