Insurance Claims Specialist I

Columbia Bank•Federal Way, WA

5d•Onsite

About The Position

The Insurance Claims Specialist I is responsible for communicating effectively and professionally while handling incoming calls and written communication from/to customers. Troubleshoots, analyzes, and remedies internal and external insurance issues in a timely and efficient manner and within established guidelines. Uses knowledge of company systems such as InfoLease and Artiva, and performs tasks accurately, to the benefit of the company and our customers. Manages company risk by ensuring current and accurate insurance documents are received, properly documented and filed accordingly. Area specialist regarding insurance claim issues. Maintains strong communication with management regarding any situations that could impact the company. Uses Artiva, InfoLease and Salesforce to consistently notate and update account information. Acts effectively as a liaison between various internal departments and external companies regarding insurance claims. Answers questions for internal employees regarding insurance claims related questions. Assists other personnel and customers regarding insurance related issues, including: Outside Insurance Claims Asset swaps resulting from insurance claims Providing current insurance status on accounts Increase knowledge base through cross training in Customer Service Keeps management informed of any significant high-risk situation(s) Provides highest level of customer experience to all lessees, vendors, brokers and staff. Maintains confidentiality of all company information. Demonstrates compliance in assigned job function and applies to designated job responsibilities. Takes personal initiative following all policies and procedures, Bank Secrecy Act, compliance regulations, and completes all required and job-specific training. Raises and/or addresses compliance issues for evaluation, investigation and resolution. Develops and maintains positive relationships with all Financial Pacific Leasing managers and staff. Regular and predictable attendance and punctuality. Tracks all active lender placed and outside claims to ensure they are completed in a timely manner. Provides payoffs, guarantee of titles, and contract documents for insurance claims as requested. Provides direction and posting instructions for incoming insurance checks. Assists customers via the insurance claims phone queue, explaining to customers their options and clarifying the insurance claim process. Requests the release of titles adhering to the guarantee of title letter we provide to the insurance company. Draft addendums and make changes in our systems to account for equipment replacements due to insurance claims. May perform other duties as assigned.

Requirements

2 years of customer service or call center experience in a high-volume, multi-channel environment
1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies
High school diploma or equivalent required
Strong verbal and written communication skills
Active listener with a customer-first mindset
Demonstrated empathy, patience, and professionalism in customer interactions
Strong problem-solving and critical thinking skills
Ability to de-escalate challenging situations confidently
Highly organized with strong attention to detail
Effective time management and ability to multitask in a fast-paced environment
Positive attitude with a strong sense of ownership and initiative

Nice To Haves

Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus

Responsibilities

Handle incoming calls and written communication from/to customers.
Troubleshoot, analyze, and remedy internal and external insurance issues.
Manage company risk by ensuring current and accurate insurance documents are received, properly documented and filed accordingly.
Act as an area specialist regarding insurance claim issues.
Maintain strong communication with management regarding any situations that could impact the company.
Use Artiva, InfoLease and Salesforce to consistently notate and update account information.
Act as a liaison between various internal departments and external companies regarding insurance claims.
Answer questions for internal employees regarding insurance claims.
Assist other personnel and customers regarding insurance related issues, including outside insurance claims and asset swaps.
Provide current insurance status on accounts.
Increase knowledge base through cross training in Customer Service.
Keep management informed of any significant high-risk situation(s).
Provide the highest level of customer experience to all lessees, vendors, brokers and staff.
Maintain confidentiality of all company information.
Demonstrate compliance in assigned job function and apply to designated job responsibilities.
Take personal initiative following all policies and procedures, Bank Secrecy Act, compliance regulations, and complete all required and job-specific training.
Raise and/or address compliance issues for evaluation, investigation and resolution.
Develop and maintain positive relationships with all Financial Pacific Leasing managers and staff.
Ensure regular and predictable attendance and punctuality.
Track all active lender placed and outside claims to ensure they are completed in a timely manner.
Provide payoffs, guarantee of titles, and contract documents for insurance claims as requested.
Provide direction and posting instructions for incoming insurance checks.
Assist customers via the insurance claims phone queue, explaining options and clarifying the insurance claim process.
Request the release of titles adhering to the guarantee of title letter.
Draft addendums and make changes in systems to account for equipment replacements due to insurance claims.
May perform other duties as assigned.

Benefits

Comprehensive healthcare coverage (medical, dental, and vision plans)
401(k)-retirement savings plan with employer match for qualifying associate contributions
Employee assistance program
Life insurance
Disability insurance
Tuition assistance
Mental health resources
Identity theft protection
Legal support
Auto and home insurance
Pet insurance
Access to an online discount marketplace
Paid vacation
Sick days
Volunteer days
Holidays