Claims Representative

Job Description

POSITION SUMMARY

In support of our Client’s Wildfire Recovery Compensation Program, we are recruiting resources to help guide impacted residents throughout the claims process, ensuring a smooth and empathetic experience.

This role involves guiding impacting residents through application steps, answering inquiries, and supporting document submission while maintaining professionalism and sensitivity in challenging situations.

Our Client will provide you with training, documentation and rules to follow, along with onsite support teams to ensure that you are successful in this role.

KEY RESPONSIBILITIES

Customer Assistance : Respond to resident questions in-person with clarity and empathy.

Application Support : Guide residents through completing applications, including uploading required document and verifying accuracy according to defined processes and policies.

Customer Journey Understanding : Actively listen to residents to understand their situation and ensure their needs are addressed at each stage of the process.

Documentation Handling : Assist with scanning, uploading, and validating documents in compliance with program requirements.

Issue Resolution : Identify and escalate complex issues or exceptions to appropriate teams promptly.

Compliance & Confidentiality : Adhere to company policies, data privacy standards, and legal requirements when handling resident information.

Communication : Provide clear instructions and status updates to residents regarding next steps in the claims process.

REQUIRED EDUCATION, EXPERIENCE & TECHNICAL SKILLS

Required Education : High School Diploma or GED

Required Experience :

Bilingual proficiency in Spanish, reading and writing PREFERRED

Required Technical Skills :

MS office novice skills (MS Word, MS Excel & MS Outlook) & Data Entry – testing required

Ability to navigate web-based applications

Soft Skills :

• Strong active listening and communication skills
• High level of empathy and patience
• Ability to remain calm and professional in stressful or emotional situations
• Other Requirements :
• Detail-oriented with strong organizational skills

DESIRED EXPERIENCE

Prior Insurance or Healthcare claims support