Claims Service Center Associate
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AI Summary
At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.
**Position is eligible to work from home anywhere in the US**
As a Claims Service Center Associate, you will be the first point of contact for policyholders, agents, and claimants when a loss occurs. You'll make an immediate impact by providing empathetic, high-quality service, accurately reporting new claims, answering claim-related questions, and helping customers navigate the claims process during challenging situations. In this fast-paced role, you'll investigate inquiries, verify coverages, coordinate services such as rental vehicles and towing, and resolve issues through efficient, customer-focused solutions. Working closely with the Claims team, you'll help deliver a seamless claims experience while maintaining accurate documentation and contributing to continuous process improvements.
Essential Functions:
Handle First Notice of Loss (FNOL) calls and emails, ensuring accurate claim intake and setup.
Review new claim submissions and gather missing information when needed.
Determine when claims require escalation and route to appropriate Claims team members.
Follow up with agencies, policyholders, and claimants to complete incomplete claim reports.
Review after-hours vendor submissions for accuracy, completeness, and duplicate prevention.
Respond to claim inquiries from agents, policyholders, and claimants.
Provide information on claim status, adjuster contacts, body shop options, and other claim-related questions.
Resolve customer inquiries directly or route complex issues based on established guidelines.
Evaluate after-hours service requests and conduct outbound follow-up as needed.
Document claim activity, customer interactions, and resolutions within the claim system.
Ensure photos, receipts, and other supporting documentation are attached to the correct claim files.
Partner with Claims team members to resolve issues and support a positive customer experience.
Identify and report system or process issues to appropriate support teams.
Collaborate on process improvements that enhance service quality and support department KPIs.
Monitor personal performance metrics and implement improvement strategies with leadership support.
Education & Experience:
High school diploma or equivalency
Associate degree preferred
Two years of business or insurance experience, preferably claims, claim support or customer service experience
Inbound call center experience preferred
Insurance, customer service coursework, or designations preferred
Knowledge, Skills & Abilities:
Good knowledge of insurance and claim terminology
Ability to read and interpret basic coverages and policy limitations
Ability to answer calls with empathy while asking probing questions and actively listening to customers
Ability to troubleshoot situations and problems that may arise while working with callers
Strong and accurate keyboarding and data entry skills in addition to basic knowledge of Microsoft Office Suite and Adobe PDF Viewer
Ability to multi-task and meet deadlines
Strong written and verbal communication skills
Excellent telephone etiquette and customer service skills
Ability to work in a fast-paced and team environment
The hiring salary range for this position will vary based on geographic location, falling within either of the following:
$39,534 - $54,608 or $43,685 - $60,066A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.
For information relating to the benefits EMC Team Members receive as part of a comprehensive rewards package, please visit www.emcins.com/careers.
Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.
All of our locations are tobacco free including in company vehicles.
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