Claim Specialist, L1

About Sonsio

Sonsio offers industry‑leading Vehicle Protection plans across the U.S., Canada, and Puerto Rico. Our programs cover Tire Road Hazard Protection, Appearance, Parts & Labor Warranties, Mechanical Advisory, and more, helping vehicle owners keep their vehicles on the road safely and maximize resale value.

The Claims Specialist (Level1) is responsible for accurately and efficiently processing the intake of new claims requests, while providing outstanding customer service to contract holders, dealers, and repair facilities. This role requires strong attention to detail, adherence to company guidelines, and the ability to manage multiple priorities in a fast‑paced call‑center environment.

• Process standard claims accurately and within SLA.
• Maintain detailed claim documentation, photos, and communication logs.
• Provide high‑quality customer service to contract holders and repair facilities.
• Accurately enter and update customer information, interactions, and case details in applicable CRM.
• Collaborate effectively with other team members, departments, and cross‑functional teams to coordinate customer support and resolve issues.
• Achieve call, QA, and attendance metrics.
• Follow established workflows and escalation processes.
• Handle and resolve customer complaints in a professional and timely manner.
• Develop and maintain a thorough understanding of the company's products, services, policies, and procedures.

Process and complete claims within 7‑10 days, ensuring accuracy, efficiency, and compliance with company policies and regulatory requirements. QA score >85% on the quarterly Quality Assurance scorecard. Audit errors 80%.

• Minimum 1–2 years of experience in customer service and/or claims processing, preferably within a call‑center environment.
• High School Diploma required;
  Associate or bachelor’s degree preferred.
• Proficiency in Salesforce, Microsoft Office Suite (Outlook, Word, Excel).
• Ability to efficiently navigate multiple computer systems while assisting customers.
• Excellent verbal and written communication skills.
• Proven ability to convey complex information clearly, accurately, and concisely.
• Strong commitment to providing exceptional customer experiences.
• Demonstrated ability to handle inquiries, issues, and complaints with professionalism and care.
• Strong time‑management and multitasking capabilities in a fast‑paced environment.
• Effective analytical and problem‑solving skills.
• High level of accuracy and attention to detail in processing claims and documentation.
• Flexible and adaptable to change; able to learn new systems and processes quickly.
• Ability to collaborate effectively with team members and cross‑functional departments.

• Customer Focus & Empathy
• Communication & Collaboration
• Attention to Detail & Accuracy
• Critical Thinking & Decision‑Making
• Adaptability & Learning Agility
• Results Orientation & Accountability
• Time Management & Prioritization
• Conflict Resolution & Influence

Sit for long periods of time and continuously view and input data on a computer screen.

Sonsio LLC is a drug‑free environment. All applicants considered for employment must pass a pre‑employment drug screening before beginning work.

An amazing opportunity to join a growing organization built on the efforts of hard‑working, innovative, and team‑oriented people. The compensation offered for this position will depend on qualifications, experience, and geographic location. The total compensation package may also include commission, bonus, or profit sharing.

• Paid time off
• Medical, dental, vision coverage
• 401(k) match (50% up to 7% of employee contribution)

Sonsio is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

* ADA Disclosure:
Any candidate who may need an accommodation to complete the application should contact Sonsio’s Human Resources Department to discuss specific needs.