Gap Claims Representative

iA Financial Group (Industrial Alliance)•Austin, TX

1d•Hybrid

About The Position

Gap Claims Representative Build the future with us Are you driven by delivering exceptional service and supporting clients with accuracy, empathy, and professionalism? Are you eager to contribute to a company that helps its clients feel confident and secure about their future? As a Gap Claims Representative, you will play a key role in reviewing documentation, resolving GAP claims, and ensuring a seamless and positive customer experience. This position is a great opportunity to showcase your attention to detail, communication skills, and ability to thrive in a fast‑paced environment. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation. What you’ll accomplish with us As a Gap Claims Representative, you’ll be at the core of our mission. Here are the main responsibilities: Answer incoming calls from the queue and resolve GAP claims in accordance with department policies and procedures Review updates from claims processors, verify documentation, and determine whether received materials complete the claim Send emails, letters, and make outbound calls to gather missing information Maintain assigned production levels, including processing an average of 40–60 claim updates per day with 95% accuracy Maintain a minimum average of 40 queue calls per day with at least 95% quality performance Stay current on department policy and procedural updates Perform additional duties as assigned by IAS Management What could accelerate your success in this role We’re looking for someone who: Is known for their strong attention to detail and accuracy Stands out for their excellent customer service and communication skills Demonstrates strong computer proficiency, including MS Office and Windows‑based applications Is recognized for their ability to multitask, stay organized, and prioritize effectively Has two years of customer service and call center experience Holds a High School Diploma or GED Types at least 40 WPM and learns new software quickly Works well independently and as part of a team Adapts well to procedural and organizational changes and maintains a positive, learning‑oriented attitude Charter of the French language clause (if applicable): This role requires an intermediate level of English proficiency, as it involves communicating with clients and internal stakeholders on a daily basis. Why you’ll love working with us A work environment where learning and development merge with a collective pursuit of excellence A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces Competitive benefits: Flexible group insurance, competitive pension plan, stock purchase plan, vacation and wellness/personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on iA products, and much more Apply now and get ahead of your career, where your talent really belongs! Still unsure about applying? At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you! Applicants must be authorized to work for any employer in the U.S. We are unable to support or take over sponsorship of employment visas at this time, including H-1B visas and participation in STEM OPT work authorizations. Company iA American Warranty, L.P. Posting End Date 2026-04-27 About us iA American Warranty LP, American Amicable Group of Companies, iA American Life Insurance Company and Industrial Alliance Portfolio Management LLC are all part of iA Financial Group, one of the largest insurance and wealth management groups in North America. In the last few years, iA American has been thoughtfully built by iA Financial Group through the acquisition of several US based entities. Our suite of products and services includes automotive protection packages, reinsurance options, dealer support, direct-to-consumer products, in-house administration, life insurance, progressive special markets, and more! iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892, iA Financial Group’s stability and solidity make it an employer of choice that invests in its employees and their development over the long term. Our CEO Denis Ricard won #1 Insurance CEO in Canada from Glassdoor! Our Commitment to Diversity and Inclusion Our differences make us unique, and even stronger. That’s why, at iA Financial Group, we are committed to supporting and celebrating diversity. We are continually building a team that is as diverse as the people and communities we serve. By combining our different ways of seeing and experiencing the world, we will always be stronger than the sum of our parts! To learn more click here. Can’t find an opening that suits you? We’d still love to meet you, please click here to introduce yourself. iA American has been thoughtfully built by iA Financial Group through the acquisition of Innovative Aftermarket Systems (IAS), SouthwestRe, and Dealers Assurance Company (DAC). Our US headquarters is in Austin, TX. Our suite of products and services includes automotive protection packages, reinsurance options, dealer support, direct-to-consumer products, and in-house administration. American Amicable traces its roots back to 1910 and is a progressive special markets insurer. Based in Waco, TX, the Company offers innovative life insurance and annuity products developed to target the individual needs of protection, wealth creation, and estate preservation. • Medical, Dental, and Vision Insurance • Company-Paid Term Life, AD&D Insurance, Long and Short-Term Disability Insurance • Company-Paid Health Advocate Benefit • Wellness Allowance • Generous Paid Time Off Plan and Holidays • 401(k) With Company Match • Competitive Bonus Program • Employee Assistance Program • Employee Discount Program Our differences make us unique, and even stronger. That’s why, at iA Financial Group, we are committed to supporting and celebrating diversity. We are continually building a team that is as diverse as the people and communities we serve. By combining our different ways of seeing and experiencing the world, we will always be stronger than the sum of our parts! To learn more click here. iA Financial Group is the strength of a company with a human side, with its over 9,000 employees. Together, we have earned the trust of more than five million clients and 50,000 advisors who have chosen us for their insurance, savings, and wealth management. With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate. We’re invested in you. To learn more about opportunities, visit: iA Financial Group Careers

Requirements

Is known for their strong attention to detail and accuracy
Stands out for their excellent customer service and communication skills
Demonstrates strong computer proficiency, including MS Office and Windows‑based applications
Is recognized for their ability to multitask, stay organized, and prioritize effectively
Has two years of customer service and call center experience
Holds a High School Diploma or GED
Types at least 40 WPM and learns new software quickly
Works well independently and as part of a team
Adapts well to procedural and organizational changes and maintains a positive, learning‑oriented attitude
This role requires an intermediate level of English proficiency, as it involves communicating with clients and internal stakeholders on a daily basis.

Responsibilities

Answer incoming calls from the queue and resolve GAP claims in accordance with department policies and procedures
Review updates from claims processors, verify documentation, and determine whether received materials complete the claim
Send emails, letters, and make outbound calls to gather missing information
Maintain assigned production levels, including processing an average of 40–60 claim updates per day with 95% accuracy
Maintain a minimum average of 40 queue calls per day with at least 95% quality performance
Stay current on department policy and procedural updates
Perform additional duties as assigned by IAS Management