Client Support Specialist

Company
Farm Family

Farm Family specializes in farm and ranch protection with a wide range of products including flexible farm packages, business owner policies, commercial package, workers compensation, commercial auto and select personal auto coverage. Farm Family is a leader in serving the Northeast and Mid-Atlantic markets and is pursuing growth across the U.S. The Farm Family entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Business Title(s): Client Support Specialist

Employment Type: Full-Time

FLSA Status: Non-Exempt

Location: In-Office - Any employee, in any Clearbrook office, can apply for this opportunity and stay in their current location.

Summary:

We are looking for a highly capable Client Support Specialist to join our team and work from our Omaha, NE office.

The Client Support Specialist serves as a key resource within the Immediate Solutions department, providing exceptional service to policyholders, agents, claimants, and business partners. This role is responsible for accurately establishing and processing new claims, utilizing available tools to identify and assign appropriate service vendors and methods of inspection, and ensuring a positive customer experience throughout the claim intake process. The CSS applies insurance knowledge, claim handling expertise, and regulatory requirements to support timely and accurate claim setup and resolution.

Employees in this role are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required.

This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours.

Essential Responsibilities:

- Handle inbound and outbound communications related to new claims and claim inquiries.
- Accurately gather loss information and establish claims in internal systems.
- Review claim details and determine appropriate service referrals, including repair programs, mitigation vendors, towing services, and methods of inspection.
- Interpret policy information and explain claims processes to policyholders, agents, and claimants.
- Maintain professional and compassionate interactions while managing potentially stressful situations.
- Ensure claim files are properly documented and meet quality and compliance standards.
- Meet established productivity, quality, customer service, and operational performance metrics.
- Assist with digital claim intake and inbox management while adhering to established service level agreements.
- Collaborate with adjusters, vendors, agents, and internal departments to support efficient claim handling.
- Participate in cross-training, process improvement initiatives, and special projects as assigned.
- Maintain current knowledge of company procedures, state regulations, and industry best practices.

Qualifications / Experience Required:

- High school diploma or equivalent.
- Must possess and maintain an active Adjuster License as required by the company and applicable state regulations.
- Must remain current on all Continuing Education requirements necessary to maintain licensure.
- Demonstrate the ability to apply licensed insurance knowledge when handling claim-related inquiries and functions.
- Previous customer service experience, preferably in insurance, claims, or a call center environment.
- Strong verbal and written communication skills.
- Ability to multitask and manage competing priorities in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Proficiency with computer systems and Microsoft Office applications.
- The position is physically comfortable and has discretion about walking, standing, sitting, etc.
- The position requires physical presence in company office.

Preferred Qualifications:

- Active Adjuster License.
- Insurance industry experience.
- Claims handling experience.
- Insurance designations or coursework toward industry certifications.

About Working in Claims at Farm Family

- Farm Family does not treat our client support professionals as a commodity. The work we offer is challenging, diverse, and impactful.
- We have a very flat organizational structure, enabling our employees have more interaction with our senior management team, especially when it relates to reviewing large losses.
- Our entire team works in a collaborative nature to expeditiously resolve client issues. We offer a work environment that inspires innovation and is open to employee suggestions.
- We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone. We encourage talented people from all backgrounds to apply.

PLEASE NOTE:

Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas.

If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at 210-321-8400.

Benefits and Compensation

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Core Values

At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead and how we succeed.