Bilingual Claims Care Representative I

Bilingual Claims Care Representative

The Claims Care Representative I provides excellent customer service and support to policyholders to assist in the initial claim setup. This position reports to the Claims Care Team Lead and makes and receives calls from policyholders, providing guidance through the steps of reporting a new claim. The Claims Care Representative I ensures all necessary information is accurately recorded, details are documented, and initial expectations in the claims process are provided, including explaining required documents.

Administrative tasks include mailing checks and letters, compiling paperwork, providing necessary forms required on a claim, assisting with mailing of new claim paperwork, documenting receipt of mail, emails, and faxes, acquiring and uploading declaration page to claim file, completing claims reported to third party vendor assigning claims numbers to the files, and uploading documents received on policyholder's claims to claim file;

notifying assigned adjusters of information received.

Customer service duties involve serving as the first point of contact for policyholders reporting a new claim, setting expectations and next steps to policyholder; explaining documentation and other information needed for claim process, creating new claim reports by collecting detailed information about a loss and verifying policyholder's contact information, demonstrating empathy and sensitivity when dealing with policyholders who may be experiencing stress or loss, helping to build trust and maintain a positive customer relationship, and accurately entering loss information into the claims system and generating a claim number.

Requirements and qualifications include a high school diploma or equivalent, 0-2 years of related experience preferred, strong computer skills with ability to navigate Microsoft Office Suite, ability to communicate effectively and efficiently via phone, email, and person to person, capability of gathering facts accurately, analyzing causes, evaluating alternate solutions, and arriving at sound conclusions on action to be taken, ability to manage multiple and/or conflicting responsibilities, great attention to detail, organizational skills, and time management, good sense of urgency and follow up, ability to handle stressful situations, ability to work in a team environment, and bilingual in English and Spanish required.

Physical demands include remaining in a stationary position 75% of the time, operating a computer and other office productivity machinery, communicating via phone, Teams, and Zoom, exchanging accurate information at all times, identifying and assessing claim status and determining appropriate process, and working in a state-of-the-art indoor temperature controlled, sealed window office environment, while maintaining a hybrid schedule.

Here are some more reasons to choose Home First Agency!

• Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Home First Agency provides competitive 401(k) programs, including investment options and company matching for full and part time team members after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
• As part of Home First's commitment to Opening Doors to a Better Life, HFA is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
• At HFA, we encourage holistic wellness with physical, nutritional, social, financial, spiritual, and occupational programs available online or in-person for team members.
• Our newly renovated Home Office campus offers an onsite restaurant, onsite fitness facility with full gym, in-person and virtual workout classes, yoga/barre studio, volleyball, and basketball courts, walking paths, and a disc golf course.

Clayton is committed to creating an inclusive workplace. Home First Agency is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Home First Agency. Where you start a job and gain a career!