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You will serve as a subject matter expert in initiating Auto and Property claims with precision and professionalism. This role demands a strong command of technical processes and policy interpretation, as well as the ability to apply consultative guidance to help customers understand coverage and next steps. You’ll leverage your expertise and problem-solving skills to navigate complex claim scenarios, ensure accurate First Notice of Loss (FNOL) documentation, and coordinate resources effectively. Your ability to think critically, communicate clearly, and collaborate across teams will be essential to delivering high-quality outcomes and supporting claim resolution.

Work Arrangement:

• This is a fully remote role.
• Candidates must reside within a 50-mile radius of a designated claims office.
• The position may require weekday afternoon/evening shifts and rotating weekends. Additional details will be shared during the phone screen and interview process.

Core Responsibilities

• Claims Intake & FNOL: Accurately and efficiently capture new Auto and Property claims, ensuring all First Notice of Loss (FNOL) documentation is complete and precise. Leverage the best available resources to triage exposures and take the most appropriate action to advance the claim and pay what we owe.
• Consultative Policy Guidance: Provide clear, expert counsel to customers on coverage, filing options, and the claims process. Help safeguard and repair property while delivering peace of mind through informed, empathetic guidance.
• Effortless Customer Experience: Make every interaction seamless and easy for customers and agents. Be available, responsive, and proactive in setting expectations and outlining next steps.
• Speed of Execution: Match the pace of service to customer expectations. Expedite claims outcomes by removing friction, anticipating needs, and driving timely resolution.
• Collaborative Resolution: Partner with internal teams and external vendors to facilitate claim progression and ensure service continuity.
• Creative Problem Solving: Apply critical thinking and innovative approaches to resolve a wide variety of claims challenges and customer concerns.
• Accuracy & Compliance: Maintain high standards for documentation accuracy, confidentiality, and compliance. Meet or exceed service level goals for call handling and transaction quality.
• Logistical Coordination: Arrange support services such as rental cars and towing with care and efficiency, ensuring customers receive timely assistance.

Successful candidates will demonstrate:

• Technical Proficiency: Ability to accurately document claims, interpret policy language, and leverage internal tools and resources to triage exposures and advance claims appropriately.
• Consultative Communication: Strong oral and written communication skills with the ability to counsel customers on coverage, filing options, and the claims process in a clear and reassuring manner.
• Customer-Focused Mindset: A commitment to making every interaction effortless and empathetic, while matching the speed of execution to customer expectations.
• Problem-Solving Agility: Creative and analytical thinking to resolve diverse claims challenges and deliver timely, effective outcomes.
• Attention to Detail: High standards for documentation accuracy, confidentiality, and compliance.
• Adaptability & Ownership: Ability to manage multiple tasks in a fast-paced environment, take initiative, and follow through on commitments.
• Learning Orientation: Receptiveness to coaching and a willingness to continuously build expertise in claims processes, systems, and coverage.
• Technology Skills: Proficiency in Microsoft Outlook, keyboard shortcuts, and claims systems; demonstrated typing proficiency.

• Minimum of 1–2 years of experience in a customer-facing or consultative role, preferably within insurance, financial services, healthcare, hospitality, or retail.
• Demonstrated success in roles requiring high attention to detail, problem-solving, and decision-making under time-sensitive conditions.
• Experience using claims systems, CRM platforms, or workflow tools to manage documentation and customer interactions a plus.
• Proven ability to deliver accurate, empathetic, and efficient service in a fast-paced environment.
• High school diploma or equivalent required.
• Bachelor’s degree in Business, Communications, Insurance, or a related field preferred.
• Willingness to obtain and maintain applicable licenses through company-sponsored training programs.