Insurance Claims Specialist

Columbia Bank; Federal Way (WA); On-site; USD 26,000 - 33,000; Full time

Job summary

Financial Pacific Leasing, Inc., a subsidiary of Columbia Bank, is seeking a customer-focused professional to support insurance claims and lease operations. You will use Artiva, InfoLease, and Salesforce to manage accounts, answer internal inquiries, and assist customers with claim processes.

The role emphasizes accuracy, confidentiality, compliance, and proactive problem solving in a fast-paced environment at the Federal Way location.

Qualifications

• 2 years of customer service or call center experience in a high-volume environment.
• 1+ year handling issue resolution and escalations within SLAs.
• Experience in equipment, consumer, or commercial leasing operations is a plus.
• High school diploma or equivalent required.

Responsibilities

• Notates and updates account information using Artiva, InfoLease, and Salesforce.
• Liaises between internal departments and external companies on insurance claims.
• Answers questions for internal employees about insurance claims.
• Assists customers with insurance claim issues and status updates.
• Maintains confidentiality and demonstrates compliance with policies and training.
• Tracks active lender-placed and outside claims to ensure timely completion.
• Provides payoffs, titles guarantees, and contract documents for insurance claims.

Skills

Customer service

Communication skills

Active listening

Empathy

Problem solving

De-escalation

Time management

Multitasking

Ownership

Education

High school diploma

Tools

Artiva

InfoLease

Salesforce

Job description

Established in 1975, Financial Pacific Leasing, Inc. (a subsidiary of Columbia Bank), is a direct provider of small-ticket commercial equipment leases. FinPac originates business through partnering with vendors, third party originators and lessors nationwide. For over 50 years, these partners have relied on Financial Pacific to provide them with innovative financing solutions for their customers.

About The Role

• Uses Artiva, InfoLease and Salesforce to consistently notate and update account information.
• Acts effectively as a liaison between various internal departments and external companies regarding insurance claims.
• Answers questions for internal employees regarding insurance claims related questions.
• Assists other personnel and customers regarding insurance related issues, including:
  • Outside Insurance Claims
  • Asset swaps resulting from insurance claims
  • Providing current insurance status on accounts
• Increase knowledge base through cross training in Customer Service
• Keeps management informed of any significant high-risk situation(s)
• Provides highest level of customer experience to all lessees, vendors, brokers and staff.
• Maintains confidentiality of all company information.
• Demonstrates compliance in assigned job function and applies to designated job responsibilities.
• Takes personal initiative following all policies and procedures, Bank Secrecy Act, compliance regulations, and completes all required and job-specific training. Raises and/or addresses compliance issues for evaluation, investigation and resolution.
• Develops and maintains positive relationships with all Financial Pacific Leasing managers and staff.
• Regular and predictable attendance and punctuality.
• Tracks all active lender placed and outside claims to ensure they are completed in a timely manner.
• Provides payoffs, guarantee of titles, and contract documents for insurance claims as requested.
• Provides direction and posting instructions for incoming insurance checks.
• Assists customers via the insurance claims phone queue, explaining to customers their options and clarifying the insurance claim process.
• Requests the release of titles adhering to the guarantee of title letter we provide to the insurance company.
• Draft addendums and make changes in our systems to account for equipment replacements due to insurance claims.
• May perform other duties as assigned.

About You

• 2 years of customer service or call center experience in a high-volume, multi-channel environment
• 1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies
• Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus
• High school diploma or equivalent required
• Strong verbal and written communication skills
• Active listener with a customer-first mindset
• Demonstrated empathy, patience, and professionalism in customer interactions
• Strong problem-solving and critical thinking skills
• Ability to de-escalate challenging situations confidently
• Highly organized with strong attention to detail
• Effective time management and ability to multitask in a fast-paced environment
• Positive attitude with a strong sense of ownership and initiative

The pay range for this role is $19.00 to $24.00.

The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.

Primary Location

3455 South 344th Way Suite 300 Federal Way WA 98001

Our Benefits

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment To Diversity

Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [e-mail].

To Staffing And Recruiting Agencies

Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.