Claims Support Specialist

Fortegra•Jacksonville, FL

2d•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 is a full-time, hourly, in-office position based in Jacksonville, Florida. The role requires strong communication skills, technical understanding, and attention to detail to provide a positive experience and accurate information. The position involves reviewing warranty contracts and claim information, explaining coverage and claim findings, taking actions based on adjuster direction, and maintaining complete records in the claims system. The employee follows claims procedures, communication standards, and regulatory guidelines, while meeting expectations for quality, documentation accuracy, call handling, and customer satisfaction. Duties may also include other assigned projects, reports, documentation, tasks, or objectives.

Requirements

High school diploma or equivalent.
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 the 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 taking claim actions.
Interpret adjuster notes to understand claim status, required documentation, pending actions, and authorization details.
Update claim files, request additional information, send forms, or provide next steps based on adjuster direction.
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.
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.