Customer Support Specialist providing exceptional assistance to policyholders, agencies, and contractors. Supporting inquiries related to underwriting, billing, policies, and claims.
About the role
- Claims Support Specialist handling inbound calls and assisting clients with claims management processes. Responsible for resolving issues, maintaining documentation, and ensuring service quality standards.
Responsibilities
- Handle claims related calls per work schedule performing within defined metrics
- Order inspection when applicable
- Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
- Master understanding of clients, agents, and contract terms and conditions
- Understand exceptions based upon dealership, agent, or client as noted in system
- Escalate issues to team lead, supervisor, or managers when unable to de-escalate
- Notify Supervisor when possible fraud is suspected
- Participate in all training as required to perform the duties of the role
- Keep record of the phone call and transmits claim form to Dealership or Repair Facility
- Drive the status of the claim within the Safe-Guard system
- Receive documentation and organize by claim number
- Order an appraisal when claim is over threshold amount or possible fraud
- Send denial letter to customer and copies dealership if necessary
- Send missing information letter to customer if document is missing and copies Dealership if necessary
- Notate the system
- Adhere to Quality Assurance Guidelines
- Prior to sending checks out, must ensure premium is first received from Dealership
- Performs other duties as assigned by the Claims Center Manager or Team Lead PDR handling
Requirements
- Prior experience in a high-volume call center environment is strongly preferred.
- Demonstrated ability to exercise sound judgment and resolve customer issues efficiently.
- Experience or background in hospitality or customer service.
- Solid understanding of call handling metrics and Service Level Agreements (SLAs).
- Proven experience managing 70–90 calls per day across various call types (e.g., payments, escalations, general inquiries).
- Strong de-escalation skills with a focus on professionalism and customer satisfaction.
- High school diploma required; post-secondary education (associate or bachelor’s degree) preferred.
- Proficiency with CRM systems and basic computer applications (e.g., Microsoft Office, Outlook, Word, PowerPoint & Excel).
- High level of integrity and attention to detail in documenting customer interactions.
- Consistent use of best practices in call documentation to support case management and follow-up.
- Ability to multitask across systems and tools while maintaining smooth call flow.
- Strong emotional intelligence and empathy for customers.
- Effective problem-solving and critical thinking abilities.
- Strong interpersonal, analytical and problem-solving skills.
- Superior verbal/written skills and communications skills.
- High attention to detail, good punctuation, spelling, mathematical, grammar, analyze complex-detailed reports.
- Must be authorized to work in the U.S
- Must be able to successfully pass a background check
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