Customer Service Claims Representative

National General Insurance - Winston-Salem, NC (30+ days ago)3.1

Primary Purpose:

Responsible for providing claim administrative support from initial claim set up through final coverage verification. Service the caller and/or email correspondence with standard claims handling practices to successfully support the claims department to bring an opened claim to conclusion.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Handle a high volume of incoming and outgoing telephone calls and other correspondences from claimants, insurance carriers and lenders
  • Process new claims for callers and/or lender contacts
  • Identify and assess customer needs to achieve satisfaction and follow-up where needed to ensure resolution
  • Communicate vital information or secured paperwork to the handling adjuster or unit management within set time period
  • Document all tasks performed on claims utilizing company approved claims activity log
  • Analyze policy and track systems to determine coverage for reported dates of loss on submitted lender/borrower claims and outside appraiser inquiries
  • Maintain daily production quotas, stringent SLA’s and monthly QC goals
  • Support Claim Adjusters with miscellaneous coverage related questions
  • Identify and locate information and facts which are necessary and relevant for the purposes of evaluating a claim

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • Possess experience in the insurance industry or a call-center environment
  • Basic knowledge in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Possess skills in effective customer service which includes meeting quality standards for services and satisfying internal and external customers
  • Ability to assume a methodical approach to evaluate situations
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Ability to work in a fast-paced automated production environment
  • Possess effective verbal and written communication skills
  • Ability to successfully perform in a high-energy, dynamic and team-orientated environment
  • Ability to adapt to new situations and learn quickly
  • Excellent interpersonal skills with the ability to establish a working relationship with individuals at varying levels within the organization

Desired Skills:

  • Associates Degree, 2-year college degree or in-lieu of degree equivalent education, training and work-related experience
  • 1+ year of experience in insurance, call centers and/or claims
  • Possess working knowledge of basic computer hardware, software and database systems
  • Working knowledge of industry best practices and policies
  • High degree of initiative, mature judgment and discretion
  • Ability to type a minimum of 30 words per minute
  • Bilingual (Spanish)

Job Type: Full-time

Salary: $15.00 /hour


  • Customer Service: 1 year


  • High school or equivalent


  • Spanish

Work environment:

  • Call center

Communication method(s) used:

  • Phone