Claims Care Center Specialist - Customer Experience

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

Benefits offered by this job

Health, dental, vision benefits

401(k) contribution

Pension plan

9 paid holidays

23 days paid time off (FT)

Student loan repayment program

Paid family leave

Job summary

American Family Insurance seeks an Associate Claims Care Center Representative to manage customer interactions on new and existing claims, applying coverage, interpreting estimates, and assisting with payments. The role supports low-complexity inventory and collaborates across lines of business.

Candidates should be skilled in inbound/outbound and digital communication, with a strong focus on customer service and problem solving, and will work primarily from home with occasional in-office

Qualifications

• Experience providing customer-driven solutions.
• Ability to review coverage, assign services, interpret estimates and adjuster notes, and process payments.
• Ability to work independently and solve problems.
• Experience handling inbound/outbound calls and digital interactions.

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.
• Efficiently handles interactions via inbound calls, outbound calls, and digitally.
• Completes 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

Customer solutions

Coverage interpretation

Independent work

Omnichannel communication

Tools

Claim systems

Job description

American Family Insurance seeks an Associate Claims Care Center Representative to manage customer interactions on new and existing claims, applying coverage, interpreting estimates, and assisting with payments. The role supports low-complexity inventory and collaborates across lines of business.

Candidates should be skilled in inbound/outbound and digital communication, with a strong focus on customer service and problem solving, and will work primarily from home with occasional in-office