Claims Support Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Assist with the processing of First Notice of Loss (FNOL) and setup of claims.

• Verify policy details and ensure precise data entry into claims systems.

• Upload, index, organize, and maintain claim-related documentation and records.

• Process and route incoming correspondence via email, fax, and mail.

• Prepare standard letters, forms, and communications related to claims.

• Collect documentation for claim investigations, including Vehicle Registration Reports, Police Reports, and ISO Reports.

• Communicate with internal teams and vendors to gather or convey information.

• Manage inbound and outbound calls on behalf of adjusters.

• Schedule inspections, appraisals, and appointments with vendors.

• Follow up on pending documentation.

• Provide status updates to customers, agents, and third parties.

• Act as a point of contact for basic claim inquiries and escalate more complex issues.

• Assist in balancing workload and managing queues.

• Monitor task queues to ensure Service Level Agreements (SLAs) are met.

• Identify opportunities for process improvement and escalate trends accordingly.

• Ensure compliance with regulatory requirements, company policies, confidentiality, and data security standards.

• Participate in quality assurance programs and coaching sessions.

• Meet performance targets related to turnaround time, documentation accuracy, SLA adherence, call handling, customer satisfaction, and adjuster support effectiveness.

⛳️ Requirements

• High school diploma or equivalent is required; an Associate’s or Bachelor’s degree is preferred.

• 1–3 years of experience in insurance, claims, or a call center environment is necessary.

• Strong skills in data entry and organization.

• Excellent verbal and written communication abilities.

• Capability to multitask in a dynamic environment.

• Experience supporting claims adjusters or working in FNOL is preferred.

• Familiarity with claims management systems such as CMS, Snapsheet, ISO, or Zendesk is preferred.

• Knowledge of insurance policies and claims processes is advantageous.

• Ability to work with multiple computer monitors and navigate various software applications and databases.

• Strong analytical skills to assess complex information, exercise sound judgment, solve problems, and make decisions in a high-volume setting.

• Ability to manage multiple priorities, meet deadlines, and maintain accuracy and quality.

• Must perform work under pressure and adapt to shifting priorities.

• Must meet established productivity standards consistently.

• Regular, predictable, and reliable attendance is required.

🏝️ Benefits

• Remote work from an approved home office location.

• Potential for overtime, extended hours, or schedule adjustments based on business needs.