Claims Experience Specialist - Richmond, VA

Faye; Richmond (VA); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Faye in Richmond, VA is seeking an experienced Claims Specialist to join our fast-growing team delivering customer-first, best-in-class claims service for travel protection products. This hybrid role requires you to be in our Richmond office at least 3 days per week and to handle claims, inquiries, and real-time support with empathy and accuracy.

You will collaborate across teams, manage multi-channel communications, and contribute to setting the bar for excellence in travel claims.

Qualifications

• 1-3 years experience in claims processing and/or administrative support roles.
• Excellent verbal & written communications skills.
• Strong analytical skills & exceptional attention to detail.
• Ability to display great time management and prioritize workload while remaining organized and efficient.
• Proven experience in claims, assistance or comparable roles.
• A medical and/or travel background - a plus.
• Local to Richmond, Virginia and able to work in-office at least 3 days per week.

Responsibilities

• Be customer obsessed and set the highest bar for claims service in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, accuracy, proactivity and positivity.
• Handle claims arising from travel insurance products.
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Collect & monitor travel intelligence information.
• Interact with travel & medical providers.
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

Skills

Verbal & written communication

Analytical skills

Attention to detail

Time management

Customer-service mindset

Process-driven

Job description

Who We Are

Faye is the fastest-growing travel protection company in the U.S., and the highest-rated by travelers who use it trip after trip.

We've raised $100M to build the autonomous platform for traveler care: insurance, travel care, real-time information, and finance in one place, powered by AI and a team that moves fast.

We're there for travelers throughout their entire journey, from the moment they book to the moment they're back home.

The bar is a 6-star experience, 24/7: near-instant payouts, an award-winning app and real support when travel goes sideways. It's hard to pull off. That's the point.

Come build what's next with us.

What We’re Looking For

Faye is looking for an experienced Claims Specialist to join our fast-growing team as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class claims service to our valued customers and will be pivotal in setting the bar for standard and excellence in the travel space.

We work in a fun, collaborative, and entrepreneurial environment and are looking for a proactive, accountable claims expert focused on continuous learning and growth to push themselves and our team forward. If you’re process-driven, passionate about the travel space and keen to make an impact, then this is the role for you! This position is hybrid to our office in Richmond, Va.

Responsibilities

• Be customer obsessed and set the highest bar for claims service in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, accuracy, proactivity and positivity.
• Handle claims arising from travel insurance products
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Collect & monitor travel intelligence information.
• Interact with travel & medical providers.
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

Qualifications

• 1-3 years experience in claims processing and/or administrative support roles
• Excellent verbal & written communications skills
• Strong analytical skills & exceptional attention to detail
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Proven experience in claims, assistance or comparable roles
• A medical and/or travel background - a plus
• Local to Richmond, Virginia and able to work in-office at least 3 days per week.