Claims Experience Specialist - Richmond, VA

Faye Stg; Richmond, Northern (VA, KY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Faye is seeking a Claims Experience Specialist to join our Richmond, VA team. This hybrid role focuses on delivering customer-first claims service for our travel protection solutions and coordinating with providers worldwide.

The ideal candidate has 1–3 years in claims processing or administrative support, strong verbal and written communication, sharp analytical skills, and excellent time management to handle inquiries across phone, email, and chat.

Qualifications

• 1–3 years of experience in claims processing and/or administrative support roles.
• Excellent verbal & written communications skills.
• Strong analytical skills and exceptional attention to detail.
• Ability to manage time and prioritize workload while remaining organized and efficient.
• Proven experience in claims, assistance or comparable roles.
• A medical and/or travel background is a plus.

Responsibilities

• Be customer obsessed and set the highest bar for claims service in our industry.
• Handle claims arising from travel insurance products.
• Handle incoming calls and digital inquiries from US customers traveling domestically and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Interact with travel & medical providers.
• Effectively manage customer contacts across channels (phone, email, 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 solve issues.

Skills

Claims processing

Verbal communication

Written communication

Analytical skills

Attention to detail

Time management

Customer service

Medical/travel background

Job description

Claims Experience Specialist - Richmond, VA

Faye is the first-ever digital, consumer-centric travel insurance for Americans with a product redefining travel coverage and care, taking it from a forgettable add-on to a must-have advantage that enhances the entire trip experience. Faye’s whole-trip protection, coupled with its proprietary technology, enables 24/7 immediate assistance, claims processing and reimbursements anywhere in the world, setting a new standard and over-delivering in an industry synonymous with doing the opposite.

Life at Faye

At Faye, every day is a journey. Whether you’re building the next generation of travel products, coding new solutions, or helping travelers navigate the unexpected, your work here has a real impact on real people. Our team is as diverse as the destinations our travelers explore–made up of 62% women, 50% parents, and a few office pets. Since launching in 2022, we’ve accomplished what others in the travel insurance industry only dream of–and we’re just getting started. At Faye, we believe in growing together, having fun along the way, and making every day count.

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 customersand 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.
• 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.