Claims Support Specialist

Smart AutoCare; Richardson (TX); Hybrid; USD 25,000 - 36,000; Full time

Job summary

Smart AutoCare is seeking a Claims Support Specialist to join the Claims Administration team. This in-office, full-time role is based in Richardson, TX or Jacksonville, FL, handling inbound calls about Auto Warranty claims, coverage questions, and claim status.

The ideal candidate has a high school diploma and proven customer support experience, with strong communication and attention to detail. Bilingual Spanish is a plus; familiarity with Windows-based applications is expected.

Qualifications

• High School diploma or equivalency.
• Proven customer support experience or experience as a client service representative.
• Strong communication skills and attention to detail.

Responsibilities

• Handle a high volume of inbound calls from customers, dealers, and repair facilities regarding Auto Warranty claims and coverage questions.
• Review contracts to verify eligibility for coverage, including 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 explanations about coverage based on contract language and claim findings.
• Offer timely claim status updates by reviewing claim notes and uploaded documents.
• Handle customer and dealer concerns professionally, offering solutions and escalating when appropriate.
• Document all interactions and updates in the claims system for accurate records.
• Follow all Auto Warranty claims procedures, communication standards, and regulatory guidelines.
• Meet expectations related to quality, documentation accuracy, call handling, and customer satisfaction.

Skills

Spanish

Phone handling

Customer service

Active listening

Multitasking

Time management

Communication skills

Windows basic

Education

High School diploma

Tools

Windows

Job description

Job Title: Claims Support Specialist

Department: Claims Administration

Pay Grade:

Overtime Eligibility: Non-Exempt

Date: November, 2025

Job Summary:

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 Richardson, TX or Jacksonville, FL.

Minimum Qualifications:

Education:

High School diploma or equivalency

Experience:

Proven customer support experience or experience as a client service representative

Licensure, Certification, and/or Registration:

N/A

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.

Periodic Job Functions:

• Participate in any projects, reports, documentation, tasks or objectives assigned

Skills & Competencies Required:

• Spanish fluency/Bilingual a plus
• 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