Operations Shared Services Specialist- Remote

CSAA Insurance Group, a AAA Insurer • Nevada - Home Teleworkers, NV

1d • $25 - $34 • Remote

About The Position

The Operations Shared Services Specialist supports CSAA Insurance Group customers by providing information about policies and coverage, responding to inquiries about existing claims, and taking first notice of loss for newly filed auto and home claims. The role communicates with customers by phone, email, text, and chat; helps customers understand claim processes and status; assists with policy changes and claim-related concerns within the role's scope; and connects policyholders with claims adjusters, providing contact details and setting expectations for follow-up.

The specialist documents claim activity accurately and promptly in claims systems, handles insurance operations within their expertise and business needs, and may cross-train for other initiatives. The role requires compliance with state insurance regulations, internal policies, audit requirements, Fair Claims Practices, and service-level agreements, while protecting customers' personally identifiable and confidential information. Specialists also provide information about CSAA insurance products and services and are expected to learn new skills.

This is a remote, part-time role requiring at least 20 hours per week. Employees must be available during operating hours of 5:30 a.m. to midnight Pacific Time, potentially including evenings and weekends after training. Training is Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time. The position is remote anywhere in the United States except Hawaii and Alaska, subject to CSAA's work-from-home requirements.

Requirements

• Two years of customer service experience in a fast-paced setting.
• Two years of claims experience in the Property and Casualty industry.
• High school diploma or GED, or two years of customer-facing experience in a virtual environment using internet, phone, and chat features.
• Empathy, adaptability, time management, and organization.
• Strong communication and problem-solving skills.
• De-escalation and conflict-resolution skills.
• Professional judgment and decision-making within guidelines.
• Resilience in high-volume or emotionally charged situations.
• For remote work, an ergonomically correct workspace and home internet speeds of at least 10 Mbps upload and 20 Mbps download.
• Outstanding interpersonal skills.
• Strong computer navigation abilities and the ability to handle multiple systems and screens at once.
• Ability to manage several tasks simultaneously and complete assigned work within required timeframes.
• Ability to communicate respectfully with people from a range of backgrounds.
• Willingness to follow CSAA cultural norms, including using cameras when appropriate for onboarding and relationship-building.
• Availability during operating hours of 5:30 a.m. to midnight Pacific Time, potentially including evenings and weekends after training.
• Ability to attend training Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time.
• Work authorization in the United States that does not require current or future immigration support.

Nice To Haves

• Bachelor's degree.
• Bilingual ability.
• Knowledge of the insurance industry and regulations.
• Active adjuster license in designated states.

Responsibilities

• Communicate with customers by phone, email, text, or chat.
• Take initial reports of auto and home insurance claims.
• Check the status of existing claims and provide customers with updates.
• Answer questions about the claims process.
• Assist customers with policy changes.
• Help resolve customer issues or concerns related to new and existing claims within the scope of the role.
• Match policyholders with claims adjusters, provide adjuster names and contact information, and set expectations for follow-up timing.
• Handle insurance operations within areas of expertise and according to business needs; cross-train for other initiatives as needed.
• Document claim activity accurately and promptly in claims systems.
• Comply with state insurance regulations, internal policies, audit requirements, Fair Claims Practices, and service-level agreements.
• Protect customer privacy and confidential information, including personally identifiable information.
• Provide information about CSAA insurance products and services.
• Learn new skills and adjust working hours as business needs require.

Benefits

• Total compensation package.
• Annual bonus eligibility for most roles; this position offers an opportunity for a company-wide annual discretionary bonus of up to 5% of eligible pay.
• 401(k) with company match.
• Career growth and development opportunities with support from leaders and mentors.
• Remote-first flexible workplace, with options to work primarily from home and often from various locations, including CSAA offices.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED