Senior Customer Service Representative

Great American Insurance Group; United States; Hybrid; USD 36,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Wellness plans

Parental leave

Adoption assistance

Tuition reimbursement

Paid Time Off

Job summary

Great American Insurance Group is seeking a Sr. Customer Service Representative for its Corporate Claims team in Cincinnati, OH, with a hybrid schedule (4 days in office, 1 day remote after training). You will handle FNOL-related calls, assist insureds and claimants, and coordinate with multiple claim departments to ensure timely service.

The role emphasizes strong communication, problem solving, and adherence to processes, while providing growth opportunities within the P&C division.

Qualifications

• High School Diploma or equivalent required.
• 1–3 years of related customer service experience.
• Excellent written, verbal, and interpersonal skills.
• Ability to work in a fast-paced environment with minimal supervision.
• Strong PC skills and working knowledge of Microsoft Office.

Responsibilities

• Take 20–25 inbound calls per day.
• Perform claim intake via phone from Insureds, Claimants, Agents, and others at FNOL.
• Respond to inquiries, complaints and concerns regarding the claims process.
• Document processes used to correct issues and troubleshoot customer questions.
• Respond to correspondence via telephone or e-mail and use systems for tracking.
• Submit routine annotations on insureds’ claims and stay familiar with policies and procedures.
• Call center experience is preferred but not required.
• Perform other duties as assigned.

Skills

Customer service

Communication

Phone support

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a 'small company' culture where your ideas will be heard with 'big company' expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

The P&C Corporate Claims Division consists of over 100 professionals who support Great American’s highly diversified P&C claims operations across the world. The functional teams within our division include Claims Practices, Claims Counsel, Claims Support Services, Claims Resolution Services and Legacy Claims. The Claims Support Services group is a full claim handling operation providing claim handling to several divisions or lines of business. Within the ClaimSupport Services group is the Claims First Notice of Loss Customer Service team.

FNOL Customer Service is a claims support team within Corporate Claims that specializes in engaging with our internal and external customers over the phone. This claim support team assists in various methods, which includes phone claim intake, new loss set up, and numerous other complex tasks for 12 claim departments and other Corporate shared services within the Great American organization. This means we support hundreds of Claim Professionals across the entire company because of our various support functions. Joining this team will give you a unique view of the company with the ability to network across divisional lines. We are looking for a candidate to join our High Performing Team who values growth, development, and providing a memorable customer experience.

Hours of operation are Monday through Friday 8am to 8pm ET.

• Seeking a 10am-7pm ET shift
• Seeking a 11am-8pm ET shift

The FNOL Customer Service team is looking for a Sr. Customer Service Representative to join the Claims team in our Cincinnati, OH office. This position will be in our downtown, Cincinnati office and will offer a hybrid work schedule (4 days in the office, 1 day working remote) post our initial training period.

Essential Job Functions and Responsibilities

• Representative must perform customer interactions quickly
• Performs claim intake via phone from Insureds, Claimants, Agents, and other parties during the initial First Notice of Loss (FNOL) for Worker’s Compensation, Auto, Property, General Liability, Storage, Equine, and others. Responds to inquiries, complaints, and concerns regarding the claims handling process and procedures.
• Take 20-25 inbound calls per day
• Resolves routine and non-routine incoming insured requests, while referring more complex issues to more experienced staff.
• Troubleshoot customer questions
• Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention. Responsible for documenting processes used to correct issues.
• Responds to correspondence, complaints, and information requests via telephone or e-mail.
• Utilizes computerized systems for tracking, documenting questions/responses, information gathering, and/or troubleshooting.
• Submits routine annotations on insureds’ claims. Processing may be determined by specific line of business.
• Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
• Call center experience preferred but not required
• Perform other duties as assigned.

Job Requirements

• High School Diploma or equivalent.
• 1 to 3 years of related customer service experience.
• Excellent written, verbal, and interpersonal skills.
• Ability to work in a fast-paced environment with minimal supervision.
• Must have strong PC skills and strong working knowledge of Microsoft Office.
• Ability to interact well with others in a team environment.
• Makes methodical yet swift decisions to meet customer needs.
• Strong customer service and interpersonal skills.
• Develops communication skills that convey a clear understanding of the unique needs of various customers.

Business Unit:

Corporate Claims

Benefits:

• We offer competitive benefits packages for full-time and part-time employees*.
• Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement.
• Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.
• *Excludes seasonal employees and interns.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs.