Claims Service Specialist

Summary:

As a Specialist youll serve as a key point of contact for policyholders agents and internal partners. Youll handle a broad range of customer inquiries resolve moderately complex issues and help ensure a smooth positive experience throughout the policy lifecycle.

This role is ideal for someone with foundational customer service experience who enjoys problemsolving and is ready to take on more responsibility in a fastpaced teamoriented environment.

Essential Duties & Responsibilities:

Customer Support & Issue Resolution

• Respond to customer and agent inquiries with professionalism and clarity.
• Resolve moderately complex service issues by researching information coordinating with internal teams and providing timely followup.
• Identify when issues require escalation and route them appropriately.

Documentation & Record Accuracy

• Document all interactions accurately and update customer and policy records across multiple systems.
• Review documents for completeness and ensure proper electronic filing and workflow routing.
• Assist in refining or troubleshooting automated workflows to improve efficiency.

Operational & Administrative Support

• Prepare review and process forms correspondence and policy documents.
• Support processing mailings and other operational tasks.
• Verify information perform data entry and ensure compliance with internal procedures.

Collaboration & Continuous Improvement

• Partner with internal teams to resolve customer issues test changes and improve service processes.
• Provide feedback on recurring issues or process gaps to enhance the customer experience.
• Participate in special projects or assignments as needed.

Required Skills & Abilities:

Customer Service & Communication

• Clear verbal and written communication
• Handles moderately complex inquiries with timely followup
• Able to deescalate and guide customers

Technical Skills

• Navigates multiple internal systems
• Strong basic computer skills
• Troubleshoots simple workflow/system issues

Problem Solving

• Detailoriented and accurate
• Researches and resolves issues requiring deeper review
• Uses sound judgment on when to escalate

Insurance & Learning

• Working insurance knowledge or ability to learn quickly
• Applies policy billing and claims concepts

Organization

• Manages multiple tasks and deadlines
• Reliable followthrough

Teamwork

• Collaborates well with peers and partners
• Shares knowledge and supports team success

Education & Or Experience:

• High school diploma or GED required
• 13 years of related experience ideally in insurance financial services or another regulated industry

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit reach with hands and arms to operate computer keyboard talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision distance vision and ability to adjust focus.