Bilingual Claims Care Representative I

POSITION TITLE: Claims Care Representative

JOB STATUS: Full Time/Hourly

DEPARTMENT: Claims

REPORTS TO: Claims Care Team Lead

TRAVEL REQUIRED: None

WORK SCHEDULE: Mandatory in-office 4- week training. 3 times a month in-office after training.

Pay: The expected hiring range for this position is from $20.39 to $23.99 plus additional bonus opportunity. The stated hiring range is based on experience, qualifications, and other relevant factors. Final compensation decisions will take into account a variety of considerations, including individual skills, internal equity, and organizational needs.

HomeFirst® Agency is a leading insurance agency offering a wide range of insurance products from nationally-known insurance companies to protect your home, property and life. We strive to help customers find the right insurance products to fit their needs at competitive rates. Located in Maryville, Tennessee, we offer homeowners insurance to customers nationwide, and insurance to protect your other property and life in select states. For over 20 years, we have helped customers with their insurance needs. Today, we have more than 180,000 customers.

Job Summary

The Claims Care Representative I provides excellent customer service and support to policyholders to assist in the initial claim setup. This position reports to the Claims Care Team Lead and makes and receives calls from policyholders, providing guidance through the steps of reporting a new claim. The Claims Care Representative I ensures all necessary information is accurately recorded, details are documented, and initial expectations in the claims process are provided, including explaining required documents.

Job Functions

Administrative

• Assists and supports adjusters and management with administrative tasks included but not limited to:
• Mailing checks and letters,
• Compiling paperwork,
• Providing necessary forms required on a claim.
• Assists with mailing of new claim paperwork.
• Documents receipt of mail, emails, and faxes.
• Acquires and uploads declaration page to claim file.
• Completes claims reported to third party vendor assigning claims numbers to the files.
• Uploads documents received on policyholder’s claims to claim file; notifies assigned adjusters of information received.

Customer Service

• Serves as the first point of contact for policyholders reporting a new claim.
• Sets expectations and next steps to policyholder; explains documentation and other information needed for claim process.
• Creates new claim reports by collecting detailed information about a loss and verifying policyholder’s contact information.
• Demonstrates empathy and sensitivity when dealing with policyholders who may be experiencing stress or loss, helping to build trust and maintain a positive customer relationship.
• Accurately enters loss information into the claims system and generates a claim number.
• Other duties as assigned

This job description is not an exhaustive list of all the functions that a team member performs and other duties may be assigned.

Qualifications

REQUIREMENTS AND QUALIFICATIONS

• Education: High School diploma or equivalent
• Experience: 0-2 years of related experience preferred, but not required.
• Must have strong computer skills with ability to navigate Microsoft Office Suite.
• Travel as needed.
• Ability to communicate effectively and efficiently via phone, email, and person to person.
• Capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken.
• Ability to manage multiple and/or conflicting responsibilities.
• Great attention to detail, organizational skills, and time management.
• Good sense of urgency and follow up.
• Ability to handle stressful situations.
• Ability to work in a team environment.
• Bilingual in English and Spanish required.

Licenses/Certifications

Knowledge, Skills, and Abilities (KSAs):

• Must have strong computer skills with ability to navigate Microsoft Office Suite
• Claims experience helpful, working knowledge of AS/400 and basic understanding of insurance a plus
• Ability to communicate effectively and efficiently via phone, email, and person to person
• Capable of gathering facts accurately, analyze causes, evaluate alternate solutions, and arriving at sound conclusions on action to be taken
• Ability to manage multiple and/or conflicting responsibilities
• Great attention to detail, organizational skills, and time management
• Good sense of urgency and follow up
• Ability to handle stressful situations
• Ability to work in a team environment
• Capable of dealing with changes that can and will occur periodically
• Ability to make complex decisions

Physical Demands

• Must be able to remain in a stationary position 75% of the time.
• Will be constantly operating a computer and other office productivity machinery, such as a telephone, calculator, copy machine, and computer printer.
• Will be communicating…