Bilingual Claims Customer Experience Specialist

Responsibilities

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels.
• Anticipate customer needs and take action to manage the process to full resolution.
• Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims.
• Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers.
• Accurately record and update customer information, claim details, and related documentation in internal systems, ensuring data integrity and adherence to company protocols.
• Identify and address customer concerns, complaints, and disputes with empathy and professionalism.
• Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions.
• Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience.
• Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

Requirements

• High school diploma or equivalent; bachelor’s degree or relevant insurance certifications are a plus.
• Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast‑paced.
• Strong knowledge of insurance claims processes, terminology, and best practices.
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers.
• Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately.
• Strong problem‑solving and critical‑thinking abilities.
• Proficiency in using customer relationship management (CRM) systems and other relevant software applications.
• Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure.
• Strong organizational and time‑management skills to prioritize tasks and meet deadlines effectively.
• Must be able to obtain designated home state claim adjuster license within 60 days.
• Bilingual (fluent in Spanish and English).