Bilingual Claims Care Center Associate

American Family Insurance Agency Staff; Kansas City (MO); Hybrid; USD 34,000 - 44,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

Wellbeing benefits

401(k) contribution

Pension plan

Annual incentive

9 paid holidays

Paid time off (23 days)

Student loan repayment

Paid-family leave

Job summary

American Family Insurance is seeking a bilingual Customer Experience Associate to manage phone and digital interactions on new and existing claims. You will review coverage, process payments, and provide clear guidance to customers, while maintaining an organized workload and supporting low-complexity inventory as needed.

This role is primarily work-from-home in the United States, with a daily commuting requirement to one of our offices within a 50-mile radius.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Bilingual (English/Spanish)

Customer service

Call center

Digital interactions

Independent problem solving

Tools

Claim systems

Job description

American Family Insurance is seeking a bilingual Customer Experience Associate to manage phone and digital interactions on new and existing claims. You will review coverage, process payments, and provide clear guidance to customers, while maintaining an organized workload and supporting low-complexity inventory as needed.

This role is primarily work-from-home in the United States, with a daily commuting requirement to one of our offices within a 50-mile radius.