Claims Support Specialist

Fortegra; Jacksonville (FL); On-site; USD 21,000 - 30,000; Full time

Job summary

Fortegra in Jacksonville, FL is seeking a Claims Support Representative to be the frontline contact for Auto Warranty claims. You will handle inbound calls from customers, dealers, and repair facilities, verify coverage, and update claim records while ensuring accuracy and timely communication. This full-time, in-office role requires excellent communication, attention to detail, and the ability to interpret contract language to resolve questions.

Qualifications

• High school diploma or GED required.
• Proven customer support experience.
• Strong communication and active listening skills.

Responsibilities

• Handle a high volume of inbound calls from customers, dealers, and repair facilities.
• Review Auto Warranty contracts to verify coverage eligibility.
• Confirm financing and payment status before claim actions.
• Read and interpret adjuster notes to determine status and required documents.
• Update claim files and provide next steps as directed.
• Explain coverage clearly based on contract language.
• Provide timely claim status updates by reviewing notes and documents.
• Document all interactions in the claims system.
• Follow procedures and regulatory guidelines.

Skills

Customer service

Communication skills

Active listening

Phone handling

Education

High School diploma or GED

Tools

Windows-based software

Job description

The Claims Support Representative serves as the front line of our Auto Warranty Claims Call Center, assisting customers and repair facilities with questions related to contracts, coverage, claim status, and payments. This role requires strong communication skills, technical understanding, and attention to detail to deliver a positive experience and accurate information. This is a full-time, hourly, in-office position based in Jacksonville, FL.

Minimum Qualifications

• High School diploma or equivalency.
• Proven customer support experience or experience as a client service representative.

Primary Job Functions

• Manage a high volume of inbound calls from customers, dealers, and repair facilities regarding Auto Warranty claims and coverage questions.
• Review Auto Warranty contracts to verify eligibility for coverage, including checking terms, mileage limits, exclusions, waiting periods, and effective dates.
• Confirm financing and payment status to ensure the contract is active and valid before proceeding with claim actions.
• Read and interpret adjuster notes to understand claim status, required documentation, pending actions, and authorization details.
• Take action based on adjuster direction by updating claim files, requesting additional information, sending forms, or providing next steps to the caller.
• Provide clear and accurate explanations regarding what is and is not covered, based on contract language and claim findings.
• Offer timely claim status updates by reviewing claim notes, uploaded documents, and all relevant system information.
• Handle customer and dealer concerns professionally, offering solutions, setting clear expectations, and escalating when appropriate.
• Document all interactions and updates thoroughly in the claims system to ensure accurate and complete claim records.
• Follow all Auto Warranty claims procedures, communication standards, and regulatory guidelines.
• Meet expectations related to quality, documentation accuracy, call handling, and customer satisfaction.
• Participate in any projects, reports, documentation, tasks or objectives assigned

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

• Intermediate knowledge of Windows-based computer programs.
• Exceptional customer service and communication skills.
• Strong phone contact handling skills and active listening.
• Customer Orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.