Claims Support Specialist

Fortegra•Jacksonville, FL

3d•Onsite

About The Position

The Claims Support Specialist serves as the front line of an Auto Warranty Claims Call Center, assisting customers, dealers, and repair facilities with questions about contracts, coverage, claim status, and payments. This full-time, hourly, in-office position is based in Jacksonville, Florida. The role requires strong communication skills, technical understanding, and attention to detail to provide a positive customer experience and accurate information. The duties describe the general nature and level of work for the position and are not an exhaustive list of all responsibilities that may be assigned.

Requirements

High school diploma or equivalency.
Proven customer support experience or experience as a client service representative.
Intermediate knowledge of Windows-based computer programs.
Exceptional customer service and communication skills.
Strong phone contact handling skills and active listening.
Customer orientation and ability to adapt and respond to different types of people.
Ability to multitask, prioritize, and manage time effectively.

Nice To Haves

Spanish fluency or bilingual ability.

Responsibilities

Manage a high volume of inbound calls from customers, dealers, and repair facilities about Auto Warranty claims and coverage.
Review Auto Warranty contracts to verify coverage eligibility, including terms, mileage limits, exclusions, waiting periods, and effective dates.
Confirm financing and payment status to ensure contracts are active and valid before proceeding with claim actions.
Read and interpret adjuster notes to understand claim status, required documentation, pending actions, and authorization details.
Act on adjuster direction by updating claim files, requesting additional information, sending forms, or providing callers with next steps.
Explain clearly and accurately what is and is not covered based on contract language and claim findings.
Provide timely claim status updates by reviewing claim notes, uploaded documents, and relevant system information.
Handle customer and dealer concerns professionally, offer solutions, set clear expectations, and escalate when appropriate.
Document interactions and updates thoroughly in the claims system to maintain accurate and complete claim records.
Follow Auto Warranty claims procedures, communication standards, and regulatory guidelines.
Meet expectations for quality, documentation accuracy, call handling, and customer satisfaction.
Participate in assigned projects, reports, documentation, tasks, or objectives.