Claims Service Representative

OnDek Solutions; Worcester (MA); Hybrid; USD 40,000 - 49,000; Full time

Job summary

OnDek Solutions is seeking Claims Service Representatives to join a premier national Property & Casualty insurer in the Worcester, MA area. This temp-to-hire role combines empathetic customer service with claims intake for first notice of loss from policyholders and partners, with a supportive team and clear path to permanent employment.

You will handle inquiries, coordinate rental and repair services, document details in the claims system, and navigate multiple software applications.

Qualifications

• Associate degree is strongly preferred.
• 1–3 years of customer service or related experience.
• Ability to learn claims systems and navigate multiple software applications.

Responsibilities

• Respond to inbound FNOL-related calls and submissions.
• Handle inquiries with empathy to determine next steps.
• Coordinate rental reservations, appraisal, repair dispatch, and towing.
• Document loss details accurately in the claims system.
• Explain coverage and processing steps to policyholders.
• Trigger workflow activities and navigate claims software.
• Coordinate with third-party vendors for interpretation as needed.

Skills

Customer service

Communication

Empathy

Multitasking

Education

Associate degree

Job description

Location: Worcester, MA area (Hybrid: 2 days in-office per week)

Employment Type: Temp-to-Hire (Average conversion in 4–6 months)

Pay Rate: $21.50 / hour (Converts to $44,720/year upon permanent hire)

About the Opportunity

We are actively seeking Claims Service Representatives to join a premier, nationally recognized Property & Casualty insurance provider at their customer service center in the Worcester, MA area. Recognized as a top national employer, our client offers a collaborative, inclusive environment committed to your personal growth and professional development.

This isn't just a job—it’s a career path. As a Claims Service Representative, you will be the compassionate first point of contact for policyholders experiencing an unexpected loss to their vehicle, home, or business. Guided by your team and structured support, you will deliver empathetic service, handle claims intake, and help policyholders get back on their feet.

What’s in It for You?

Career Growth: Comprehensive training, personalized coaching, ongoing mentorship, and a clear path to direct-hire conversion.

Competitive Pay: $21.50/hour starting rate with salary advancement ($44,720/year) upon conversion to full-time staff.

Work Schedule & Hybrid Flexibility:

Training Schedule: Monday–Friday, 8:30 AM – 5:00 PM

Post-Training Schedule: Monday–Friday (8:0 AM – 4:30 PM OR 9:00 AM – 5:30 PM) plus a rotating Saturday shift (8:30 AM – 5:00 PM, twice a month).

Hybrid Setup: 2 days in-office (Tuesday/Wednesday) both during and after training.

Key Responsibilities

Respond to inbound calls and electronic submissions regarding First Notice of Loss (FNOL) from claimants, insureds, and partners.

Handle existing claim inquiries professionally and empathetically to determine appropriate next steps.

Coordinate rental reservations, appraisal assignments, repair shop dispatch, towing, and water mitigation services.

Utilize guided scripts and systems to accurately document personal or commercial loss, damage, or injury details into the claims database.

Apply effective communication skills to interpret inquiries and present available solution options.

Initiate workflow activities, navigate claims software, and recognize coverage and processing requirements.

Coordinate with third-party vendors for language interpretation and translation services as needed.

Qualifications & Skills

Education: Associate degree (or currently pursuing an Associate degree) is strongly preferred.

Experience: 1–3 years of experience in customer service, financial services, or hospitality preferred.

Strong communication skills and empathy for customers navigating stressful situations.

Ability to learn and navigate multiple software applications and established claims systems.