Job Title: Claims Call Center Representative – P&C Insurance

Experience

Role Summary

We are looking for an experienced
Claims Call Center Representative
to handle customer interactions related to Property & Casualty insurance claims. The role will be responsible for managing
First Notice of Loss (FNOL)
, responding to claim-related inquiries, providing claim status updates, verifying policy information, and coordinating with internal claims teams to ensure timely and accurate resolution.

Key Responsibilities

• 
  Handle inbound customer calls related to
  insurance claims, FNOL, claim status, coverage, payments, and settlements
  .
• 
  Accurately capture and document claim information during the FNOL process.
• 
  Verify
  policy details, coverage, limits, deductibles, and claim status
  .
• 
  Explain claims procedures, required documentation, and next steps to customers.
• 
  Provide timely and accurate updates on claim progress.
• 
  Address customer questions and resolve routine claim-related issues during the call.
• 
  Coordinate with
  claims adjusters, brokers, agents, payment teams, and internal departments
  to resolve customer queries.
• 
  Follow up on outstanding claim information and documentation when required.
• 
  Identify and escalate complex claims, complaints, coverage issues, or service requests to the appropriate team.
• 
  Maintain accurate customer, claim, and call records in the relevant systems.
• 
  Ensure all interactions are handled within defined
  SLAs, quality standards, and compliance requirements
  .
• 
  Handle sensitive customer situations professionally and demonstrate empathy during claim interactions.
• 
  Identify recurring customer issues and provide feedback to improve claims processes and customer experience.
• 
  Follow company policies, regulatory requirements, data privacy guidelines, and claims handling procedures.

Required Skills

• 
  Strong understanding of
  P&C insurance and claims processes
  .
• 
  Experience handling
  customer calls in an insurance/claims environment
  .
• 
  Strong verbal and written communication skills.
• 
  Excellent
  customer service and active listening
  skills.
• 
  Ability to handle difficult or escalated customer interactions professionally.
• 
  Strong problem-solving and decision-making skills.
• 
  Good attention to detail and accurate documentation skills.
• 
  Ability to manage high call volumes and multiple customer requests.
• 
  Ability to work effectively within a team and meet defined SLAs/KPIs.
• 
  Good working knowledge of
  MS Office and claims/customer service applications
  .

Key Performance Areas

• 
  Call quality and customer satisfaction.
• 
  FNOL and claim information accuracy.
• 
  First-call resolution and effective query handling.
• 
  Adherence to SLAs and turnaround times.
• 
  Documentation and data accuracy.
• 
  Compliance with claims and customer service procedures.