Travel Claims Experience Lead - Hybrid in Richmond

Faye; Richmond (VA); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Faye in Richmond, VA is seeking an experienced Claims Specialist to join our fast-growing team delivering customer-first, best-in-class claims service for travel protection products. This hybrid role requires you to be in our Richmond office at least 3 days per week and to handle claims, inquiries, and real-time support with empathy and accuracy.

You will collaborate across teams, manage multi-channel communications, and contribute to setting the bar for excellence in travel claims.

Qualifications

• 1-3 years experience in claims processing and/or administrative support roles.
• Excellent verbal & written communications skills.
• Strong analytical skills & exceptional attention to detail.
• Ability to display great time management and prioritize workload while remaining organized and efficient.
• Proven experience in claims, assistance or comparable roles.
• A medical and/or travel background - a plus.
• Local to Richmond, Virginia and able to work in-office at least 3 days per week.

Responsibilities

• Be customer obsessed and set the highest bar for claims service in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, accuracy, proactivity and positivity.
• Handle claims arising from travel insurance products.
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Collect & monitor travel intelligence information.
• Interact with travel & medical providers.
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

Skills

Verbal & written communication

Analytical skills

Attention to detail

Time management

Customer-service mindset

Process-driven

Job description

Faye in Richmond, VA is seeking an experienced Claims Specialist to join our fast-growing team delivering customer-first, best-in-class claims service for travel protection products. This hybrid role requires you to be in our Richmond office at least 3 days per week and to handle claims, inquiries, and real-time support with empathy and accuracy.

You will collaborate across teams, manage multi-channel communications, and contribute to setting the bar for excellence in travel claims.