Insurance Claims Specialist

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

Job summary

Columbia Bank is seeking an Insurance Claims Specialist in Federal Way, WA to handle customer communications, troubleshoot insurance issues, and coordinate with internal teams and external vendors. The role emphasizes accuracy in documenting insurance files and ensuring compliance.

You will use Artiva, InfoLease, and Salesforce to keep accounts up to date, assist with payoffs and titles, and maintain strong customer service while managing risk and confidentiality.

Qualifications

• 2 years of customer service or call center experience in a high-volume environment.
• 1+ year handling issue resolution, troubleshooting, escalations within SLAs.
• Experience in equipment leasing operations 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.
• 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 multitasking in a fast-paced environment.
• Positive attitude with ownership and initiative.

Responsibilities

• Handle incoming calls and written communication from customers.
• Troubleshoot, analyze, and remedy insurance issues timely and accurately.
• Use InfoLease, Artiva, and Salesforce to notation and update accounts.
• Liaise between internal departments and external companies on claims.
• Provide current insurance status, payoffs, titles, and contract docs.
• Track active lender-placed and outside claims to ensure timely completion.
• Maintain confidentiality and comply with policies and procedures.

Skills

Customer service

Issue resolution

Communication

Active listening

Empathy

Problem solving

De-escalation

Organization

Time management

Ownership

Education

High school diploma or equivalent

Tools

InfoLease

Artiva

Salesforce

Job description

Federal Way, Washington

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Full time

JR103103

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:

The Insurance Claims Specialist is responsible for communicating effectively and professionally while handling incoming calls and written communication from/to customers. Troubleshoots, analyzes, and remedies internal and external insurance issues in a timely and efficient manner and within established guidelines. Uses knowledge of company systems such as InfoLease and Artiva, and performs tasks accurately, to the benefit of the company and our customers. Manages company risk by ensuring current and accurate insurance documents are received, properly documented and filed accordingly. Area specialist regarding insurance claim issues. Maintains strong communication with management regarding any situations that could impact the company.

• 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 are proud to offer a competitive total rewards package including base wages and comprehensive 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.

At Columbia Bank, we’re redefining what it means to bank and to build a career. As the West’s premier banking experience, we combine the strength and scale of a leading financial institution with the heart and mindset of a community bank. With more than 350 locations across eight states, we deliver relationship-based service backed by regional expertise and resources that help families and businesses thrive.

Our culture is built on Do RIGHT , which means:

• Relationships: We create authentic connections with customers, colleagues, and communities.
• Impact: Every role here makes a meaningful difference in people’s lives and local economies.
• Growth: We invest in your success with career development, mentorship, and learning opportunities.
• Heart: We care deeply about doing what’s best for our customers and each other.
• Trust: Integrity and transparency guide everything we do.

Why work for Columbia Bank?

• A strong, stable financial foundation with over $67 billion in assets and a diverse portfolio that supports flexibility and opportunity.
• A culture of belonging and purpose, where your ideas matter and your work has impact.
• Competitive benefits and flexibility designed to help you thrive personally and professionally.
• Community engagement that matters, from supporting local businesses to empowering youth through financial literacy initiatives.

Ready to Do RIGHT for your career, your community, and your future? Explore opportunities and join Columbia Bank today.