Remote Claims Experience Specialist

Reserv Claims Analysis, LLC; Atlanta (GA); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Generous PTO

Family leave

Remote work option

Equipment provided

Job summary

Reserv is seeking a Customer Experience Specialist to support customers through the insurance claims journey. You will handle phone and email inquiries, provide empathetic guidance, and ensure a smooth experience for all involved parties as they navigate claims.

Ideal candidates bring insurance/claims knowledge, strong communication, and the ability to work in a fast-paced environment while maintaining data integrity across internal systems.

Qualifications

• High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus.
• Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced.
• Strong knowledge of multi-line insurance claims processes, terminology, and best practices.
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers.
• Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately.

Responsibilities

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels.
• Anticipate the customer needs and take action to manage the process to full resolution.
• Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims.
• Develop and maintain a solid understanding of multi-line claim procedures to provide accurate and consistent information to customers.
• Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols.
• Identify and address customer concerns, complaints, and disputes with empathy and professionalism.
• Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions.
• Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience.
• Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

Skills

Customer service

Call center

CRM systems

Insurance claims

Active listening

Communication

Education

High school diploma

Bachelor’s degree (plus)

Tools

CRM software

Job description

Reserv is seeking a Customer Experience Specialist to support customers through the insurance claims journey. You will handle phone and email inquiries, provide empathetic guidance, and ensure a smooth experience for all involved parties as they navigate claims.

Ideal candidates bring insurance/claims knowledge, strong communication, and the ability to work in a fast-paced environment while maintaining data integrity across internal systems.