Claims Customer Service Representative

Description

• Payrate: English $18; Spanish bilingual $19.50.
• Starting Date: July 23, 2025
• Training Schedule: 9:00 AM to 5:30 PM, Monday to Friday
  • Training is fully onsite, from July 23 until August 22
  • For nesting, still under training for live calls. Fully on-site, August 25 until September 5.
  • Will be eligible for the hybrid schedule starting October, once they have been taking calls for a full 30 days, which will be the month of September (Hybrid schedule is based on meeting adherence, quality, and attendance expectations)
• Shift after training and nesting will be assigned based on the business needs of the assigned bank.
  • Earliest shift is 9:00 AM to 5:30 PM, and the latest shift is 11:30 AM to 8 PM.
  • Must be comfortable with any shift in between those times.
• Worksite location: 220 South Ridgewood Avenue, Daytona Beach, Florida, 32114, United States

Responsibilities:

• Responsible for handling inbound calls pertaining to new homeowners' claims or existing claims (will be handling about 40 to 50 inbound calls per day, depending on how long each call lasts)
• Navigate between multiple systems to find the answer. Research through the claim tool to be able to assist the customer and provide accurate information
• Handle escalated calls as needed. Be the liaison between Proctor, the homeowner, and the lender
• Update case notes in the Claim system to ensure everything is documented and updated
• Problem-solving and problem resolution skills are required, as well as the ability to handle all calls professionally.
• Outbound calls are also often necessary.

Must have:

• Working cellphone with service (need to dual authenticate)
• At least 1 to 2 years of call center experience (preferably in escalations, claims, or insurance)
• Ability to handle difficult conversations.
• Efficient in using a Windows PC computer and navigating their software system (not the most user-friendly system)
• Typing: at least 35 WPM
• Good verbal and written communication skills (will be on the phone all day and be required to follow up via email in some instances)
• Reliable transportation (check in references)

Nice to have:

• Insurance or mortgage experience
• Experience in working with auto claims or any type of claims
• Someone who has worked for Medicaid/Medicare as they are typically working with those profile callers

Experience Level

Entry Level