Claims Support Operations

The Claims Support Operations team serves as a critical support function within the claims call center, ensuring adjusters can focus on claim resolution by handling administrative, operational, and customer support tasks. This role supports claim lifecycle activities, improves efficiency, and enhances the overall customer and adjuster experience.

• Assist with First Notice of Loss (FNOL) processing and claim setup
• Verify policy information and ensure accurate data entry into claims systems

• Manage claim documentation, including uploading, indexing, and organizing files
• Process incoming correspondence (email, fax, mail) and route appropriately
• Prepare standard letters, forms, and claim-related communications
• Maintain accurate and up-to-date claim records
• Assist in gathering required documentation for claim investigations such as Vehicle Registration Reports, Police Reports and ISO Reports
• Communicate with internal departments and vendors to obtain or relay information

• Handle inbound and outbound calls on behalf of adjusters when appropriate
• Schedule inspections, appraisals, and vendor appointments
• Follow up on outstanding documentation (police reports, medical records, etc.)
• Provide status updates to customers, agents, and third parties

• Serve as a point of contact for basic claim inquiries
• Deliver timely and professional communication aligned with service standards
• Escalate complex or sensitive issues to adjusters or leadership

• Support workload balancing and queue management
• Monitor task queues and ensure SLAs are met
• Identify process improvement opportunities and elevate trends

• Ensure adherence to regulatory requirements and company policies
• Maintain confidentiality and data security standards
• Participate in quality assurance programs and coaching sessions

• Turnaround time for claim setup and administrative tasks
• Accuracy and quality of claim documentation
• Service Level Agreement (SLA) adherence
• Call handling metrics (AHT, FCR where applicable)
• Customer satisfaction (CSAT) scores
• Adjuster satisfaction / support effectiveness

• High school diploma or equivalent (Associate's or Bachelor's preferred)
• 1–3 years of experience in insurance, claims, or call center environment
• Strong data entry and organizational skills
• Excellent verbal and written communication skills
• Ability to multitask in a fast-paced environment

• Experience supporting claims adjusters or working in FNOL
• Familiarity with claims management systems (e.g., CMS, Snapsheet, ISO, Zendesk)
• Knowledge of insurance policies and claims processes

• Position may be performed in a traditional office environment or remotely from an approved home office location.
• Work is primarily sedentary and requires prolonged periods of sitting while working on a computer.
• Frequent and continuous telephone interaction is required using a headset for most of the workday.
• Requires the ability to listen attentively, gather facts, and communicate clearly and professionally.
• Requires the ability to work efficiently with multiple computer monitors/screens and simultaneously navigate various software applications and databases.
• Fast-paced, deadline-driven environment with established productivity and compliance metrics.
• Requires strong multitasking skills, work routinely involves analyzing complex information.
• Employees must be able to effectively manage stress while maintaining professionalism, accuracy, productivity, and customer service standards.
• Overtime, extended hours, or schedule adjustments may be required based on business needs, or departmental demands.
• Consistent, reliable, and predictable attendance is essential to achieve individual and departmental performance expectations.

• Ability to remain seated for extended periods throughout the workday.
• Ability to frequently use hands, fingers, and wrists for continuous typing, keyboarding, data entry, and operation of…