About this role
The Sr. Claim Center Representative provides exceptional customer service to agents and customers through phone, chat, and other digital channels. This role is responsible for handling customer inquiries, supporting first notice of loss (FNOL) intake, and assisting with claim-related questions across multiple lines of insurance. Success in this position requires strong communication skills, emotional intelligence, attention to detail, and proficiency in computer-based systems and claims processing tools.
Key Responsibilities
- Respond to inbound calls and chats with professionalism, empathy, and accuracy
- Intake first notice of loss and document claim information thoroughly
- Assist with policy research, claim inquiries, and digital request processing
- Provide support for services such as towing, rental cars, temporary housing, and coverage verification
- Maintain strong knowledge of policies, procedures, and systems in a fast-paced environment
- Advocate for customers and agents by identifying opportunities to improve the claims experience
- Support catastrophe response efforts, including overtime or overnight coverage when needed
- High school diploma or GED required
- Strong verbal and written communication skills
- Ability to manage multiple tasks and work effectively in a team environment
- Proficiency with computers and multiple software applications
- Ability to remain calm and professional under pressure
- Strong time management and organizational skills
- Insurance licensure is a plus however not required for this position. Developmental Opportunity: Obtain P&C adjuster licensure, if applicable, to become a licensed claims adjuster and advance a career in claims.