Bilingual Claims Care Center Associate

American Family Insurance Agency Staff; Boston (MA); Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

American Family Insurance is seeking a claims-support professional to manage customer experiences via phone and digital channels for new and existing claims. The role involves assisting with immediate needs, reviewing coverage, and processing payments, with a focus on bilingual (English/Spanish) service.

The position is primarily home-based, with required travel within a daily commutable distance to one of our offices.

Qualifications

• Experience providing customer-driven solutions, support, or service.
• Review coverage, assign services, interpret estimates and adjuster notes, and process payments.
• Work independently and problem solve.
• Handle inbound/outbound/digital interactions.
• Pass bilingual assessments in reading, writing, and speaking Spanish and English.

Responsibilities

• Reviews and applies coverage, assigns services, interprets estimates and adjuster notes, and processes payments.
• Plans and organizes work to service claims and FNOLs efficiently.
• Handles interactions via inbound calls, outbound calls, and digital channels.
• Completes FNOL and cross-functional responsibilities across lines of business.
• Identifies information needed to accurately process claims and meet goals.
• Provides exceptional customer service to internal/external customers.

Skills

Customer service

Bilingual English/Spanish

Phone & digital interactions

Independent problem solving

Claims processing

Tools

Claims systems

Job description

American Family Insurance is seeking a claims-support professional to manage customer experiences via phone and digital channels for new and existing claims. The role involves assisting with immediate needs, reviewing coverage, and processing payments, with a focus on bilingual (English/Spanish) service.

The position is primarily home-based, with required travel within a daily commutable distance to one of our offices.