Insurance Claims Specialist I
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
- Communicating effectively and professionally while handling incoming calls and written communication from/to customers.
- Troubleshooting, analyzing, and remedying internal and external insurance issues in a timely and efficient manner and within established guidelines.
- Using knowledge of company systems such as InfoLease and Artiva, and performing tasks accurately.
- Managing company risk by ensuring current and accurate insurance documents are received, properly documented and filed accordingly.
- Acting as an area specialist regarding insurance claim issues.
- Maintaining strong communication with management regarding any situations that could impact the company.
- Using Artiva, InfoLease and Salesforce to consistently notate and update account information.
- Acting effectively as a liaison between various internal departments and external companies regarding insurance claims.
- Answering questions for internal employees regarding insurance claims related questions.
- Assisting other personnel and customers regarding insurance related issues, including Outside Insurance Claims, Asset swaps resulting from insurance claims, and Providing current insurance status on accounts.
- Increasing knowledge base through cross training in Customer Service.
- Keeping management informed of any significant high-risk situation(s).
- Providing the highest level of customer experience to all lessees, vendors, brokers and staff.
- Maintaining confidentiality of all company information.
- Demonstrating compliance in assigned job function and applying to designated job responsibilities.
- Taking personal initiative following all policies and procedures, Bank Secrecy Act, compliance regulations, and completing all required and job-specific training.
- Raising and/or addressing compliance issues for evaluation, investigation and resolution.
- Developing and maintaining positive relationships with all Financial Pacific Leasing managers and staff.
- Ensuring regular and predictable attendance and punctuality.
- Tracking all active lender placed and outside claims to ensure they are completed in a timely manner.
- Providing payoffs, guarantee of titles, and contract documents for insurance claims as requested.
- Providing direction and posting instructions for incoming insurance checks.
- Assisting customers via the insurance claims phone queue, explaining to customers their options and clarifying the insurance claim process.
- Requesting the release of titles adhering to the guarantee of title letter provided to the insurance company.
- Drafting addendums and making changes in systems to account for equipment replacements due to insurance claims.
- Performing 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
- Paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
