Auto Claims Call Center Specialist

First Chicago Insurance Company is seeking an experienced Claims Call Center Specialist to join our growing Claims team. This position is designed for individuals who have previous claims, insurance, or high-volume call center experience and are prepared to handle customer interactions with greater independence and a deeper understanding of claims operations.

As a Claims Call Center Specialist, you will serve as a knowledgeable first point of contact for insureds, claimants, attorneys, carriers, and other parties reporting or inquiring about claims. You will accurately gather and document loss information, assist callers in navigating the claims process, recognize situations requiring additional review, and provide support to claims adjusters and the broader Claims department.

This role requires strong customer service skills, sound judgment, attention to detail, and the ability to manage a variety of customer and claim-related situations in a fast-paced environment.

• Provide professional, knowledgeable, and empathetic service to insureds, claimants, attorneys, carriers, and other callers.
• Receive and document initial reports of accidents and losses accurately and efficiently.
• Gather detailed loss information and ensure claim documentation is complete and accurate.
• Review and verify policy information and recognize potential coverage concerns for referral to the appropriate claims professional.
• Guide customers through the claims process and respond to a variety of claim-related questions.
• Refer insureds and claimants for estimates when appropriate.
• Route claims and calls to the appropriate claims unit based on the circumstances of the loss.
• Assist claims adjusters by providing timely information and support to customers.
• Apply working knowledge of insurance terminology, policies, coverage, and claims procedures when assisting callers.
• Handle challenging or escalated customer interactions professionally and determine when additional assistance is necessary.
• Maintain established productivity, quality, documentation, and customer service standards while managing incoming call volume.
• Support departmental operations by processing tow bills, ordering police reports, mailing claim payments, handling unmatched mail, and completing other claims-related administrative responsibilities.
• Assist with special projects and departmental initiatives as assigned.
• Serve as a knowledgeable resource to less-experienced team members when appropriate.

The Claims Call Center Specialist plays an important role in supporting both our customers and Claims team. You will regularly interact with individuals following accidents or losses and use your experience to help them understand the claims process and determine appropriate next steps.

Because of your previous experience, you will be expected to work with greater independence, recognize situations that require additional review, and effectively manage a variety of customer interactions while maintaining accuracy and service standards.

The position also provides continued opportunities to expand your claims knowledge and prepare for additional career opportunities within the Claims department and organization.

• High school diploma or equivalent.
• Previous customer service experience.
• Prior experience in insurance, claims, or a high-volume call center environment.
• Strong verbal communication and phone skills.
• Strong organizational, interpersonal, and problem‑solving skills.
• Ability to handle difficult or escalated customer interactions professionally.
• Strong attention to detail and documentation skills.
• Data entry and typing proficiency of at least 30 WPM.
• Proficiency with PC applications and the ability to navigate…