Associate Bilingual Claims Care Center Representative

About the role

Provides customer experience by managing phone and digital interactions on new and existing claims and assisting with immediate needs. May maintain an inventory and assist the adjusting lines with low‑complexity claim inventory. The position is primarily home‑based but requires a daily commutable distance (under 50 miles) to one of the company offices in Madison, WI; Boston, MA; Minneapolis, MN; St. Joseph, MO; Phoenix, AZ; Keene, NH; Denver, CO; or Atlanta, GA. New employees attend an in‑person (or virtual when needed) New Employee Orientation at the Madison, WI headquarters or a core location during the first week.

Responsibilities

• Manage phone and digital interactions for new and existing claims, addressing immediate customer needs.
• Maintain claim inventory and assist adjusting lines with low‑complexity claim inventory.
• Review and apply coverage, assign services, interpret estimates and adjuster notes, and process payments.
• Demonstrate effective planning and organizational skills, including time management, schedule adherence, and servicing customer claims and FNOLs.
• Handle interactions via inbound calls, outbound calls, and digital channels efficiently.
• Complete FNOL and cross‑functional responsibilities across multiple lines of business.
• Work independently and solve problems.
• Identify and gather necessary information to accurately process claims and meet business goals.
• Provide exceptional customer service to internal and external customers and business partners.
• Utilize claim systems and related applications with precision to complete job tasks.

Requirements

• Bilingual fluency in English and Spanish (must pass bilingual assessments in reading, understanding, writing, and conversation).
• Demonstrated experience providing customer‑driven solutions, support, or service.
• Demonstrated ability to review and apply coverage, assign services, interpret estimates and adjuster notes, and process payments.
• Demonstrated ability to work independently and problem solve.
• Demonstrated experience handling interactions via inbound calls, outbound calls, and digital channels.
• Willingness to travel up to 10% of the time.
• Ability to perform work that primarily involves sitting or standing.

Benefits

• Comprehensive medical, dental, vision, and wellbeing benefits.
• Competitive 401(k) contribution and pension plan.
• Annual incentive.
• 9 paid holidays.
• Paid time off program (23 days accrued annually for full‑time employees).
• Student loan repayment program.
• Paid‑family leave.

Pay

Hourly compensation range: $25.00 – $31.88 (actual rate may vary based on job level and geographic work location).