Entry-level Claims Call Center Specialist
About The Position
First Chicago Insurance Company is seeking an experienced Claims Call Center Specialist to join its Claims team. The role serves as a knowledgeable first point of contact for insureds, claimants, attorneys, carriers, and other parties reporting or asking about claims. The specialist gathers and documents loss information, helps callers navigate the claims process, identifies situations requiring additional review, and supports claims adjusters and the broader Claims department. The role calls for strong customer service, sound judgment, attention to detail, and the ability to handle varied customer and claim-related situations in a fast-paced environment. Prior experience enables the specialist to work with greater independence, manage challenging interactions, and maintain established productivity, quality, documentation, and customer service standards. The position also offers opportunities to expand claims knowledge and pursue 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 the ability to navigate multiple systems simultaneously.
- Ability to prioritize responsibilities and work independently in a fast-paced environment.
Nice To Haves
- Previous experience with auto insurance or auto claims.
- Familiarity with insurance terminology, policy coverage, and the claims process.
- 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 refer potential coverage concerns 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 claims adjusters with timely information and customer support.
- 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.
Benefits
- Competitive salaries
- Training and development
- Medical and dental and vision reimbursement
- Short-term disability and long-term disability
- Life insurance
- Flexible spending account
- Telemedicine benefit
- 401(k) with a company match
- Paid time off and paid holidays
- Tuition reimbursement
- Wellness program
- Company-sponsored events
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
