Associate Bilingual Claims Care Center Representative

American Family Insurance; Minneapolis (MN); Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Relocation support

Job summary

American Family Insurance is seeking a bilingual customer experience agent to support new and existing claims from a home-based setting with occasional office visits within commutable distance of listed offices. You will manage phone and digital interactions, review coverage, and assist with FNOL and payments.

Must be fluent in English and Spanish, demonstrate strong problem-solving, and provide exceptional service to internal and external customers while using claims systems to complete tasks

Qualifications

• Bilingual in Spanish and English; must pass assessments in reading, writing, and speaking.
• Experience delivering customer-driven solutions in service/support.
• Ability to review coverage, interpret notes, and process payments.
• Experience handling inbound, outbound, and digital interactions.

Responsibilities

• Review coverage, assign services, interpret notes, and process payments.
• Plan and organize to service claims and FNOLs on schedule.
• Handle interactions via inbound calls, outbound calls, and digital channels.
• Complete FNOL and cross-functional tasks across lines of business.
• Work independently and solve problems.
• Gather information to accurately process claims and meet goals.
• Provide exceptional service to internal and external customers.
• Use claim systems and applications to complete tasks.
• May maintain a claim inventory and assist with low-complexity inventory.

Skills

Bilingual English/Spanish

Customer service

Call center

Digital interactions

Job description

Provides customer experience by managing phone and digital interactions on new and existing claims and assisting with immediate needs. May maintain an inventory and assist the adjusting lines with low-complexity claim inventory.

You MUST be bilingual in English and Spanish.

Position Compensation Range

$25.00 - $31.88

Pay Rate Type

Hourly

Compensation may vary based on the job level and your geographic work location.

Relocation support is offered for eligible candidates.

Primary Accountabilities

• Reviews and applies coverage, assign services, interpret estimates and adjuster notes, and process payments.
• Demonstrates effective planning and organizational skills, which includes time management, adhering to a schedule and servicing customer claims and FNOLs.
• Efficiently handles interactions via inbound calls, outbound calls, and digitally.
• Completes FNOL and cross-functional responsibilities with multiple lines of business across the enterprise.
• Demonstrates the ability to work independently and problem solve.
• Identifies and gathers necessary information to accurately process claims and achieve business goals.
• Provides exceptional customer service to internal/external customers and business partners.
• Utilizes claim systems and other applications necessary to complete job tasks with precision.
• May maintain a claim inventory and may assist the adjusting lines with low-complexity claim inventory.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated ability to review and apply coverage, assign services, interpret estimates and adjuster notes, and process payments.
• Demonstrated ability to work independently and problem solve.
• Demonstrated experience handling interactions via inbound calls, outbound calls, and digitally.
• Must pass bilingual assessments in reading, understanding, writing and conversing fluently in both Spanish and English.

Licenses

• Not applicable.

Travel Requirements

• Up to 10%.

Physical Requirements

• Work that primarily involves sitting/standing.

Working Conditions

• Not applicable.

Additional Information

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

These positions will be primarily home based, however our company is recruiting in specific areas. For this position you must be located with a daily commutable distance to one of our offices – example under 50 miles.

Our work is primarily home based, however you may be asked to come in to an office for in-person events, trainings and meetings.

These Offices Are Located In

• Madison, WI
• Boston, MA
• Minneapolis, MN
• St. Joseph, MO
• Phoenix, AZ
• Keene, NH
• Denver, CO
• Atlanta, GA

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [e-mail] to request a reasonable accommodation.