Associate 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 you may be asked to come into an office for in‑person events, trainings and meetings. You must be located within a daily commutable distance (generally under 50 miles) of one of the following offices: Madison, WI; Boston, MA; Minneapolis, MN; St. Joseph, MO; Phoenix, AZ; Keene, NH; Denver, CO; Atlanta, GA. All new employees participate in an in‑person New Employee Orientation during the first week (held at the Madison, WI headquarters or an AmFam core location; virtual delivery possible based on scheduling). Employment offers are contingent on successful background checks and signing a non‑disclosure agreement for proprietary information, trade secrets and inventions. Sponsorship will not be considered for this position unless otherwise specified.

Responsibilities

• Reviews and applies coverage, assigns services, interprets estimates and adjuster notes, and processes payments.
• Demonstrates effective planning and organizational skills, including time management, adhering to a schedule and servicing customer claims.
• Efficiently handles interactions via inbound calls, outbound calls, and digitally.
• Completes cross‑functional responsibilities with multiple lines of business across the enterprise.
• Demonstrates the ability to work independently and problem solve.
• Identifies and gathers necessary information to accurately process claims and achieve business goals.
• Provides exceptional customer service to internal/external customers and business partners.
• Utilizes claim systems and other applications necessary to complete job tasks with precision.
• May maintain a claim inventory and may assist the adjusting lines with low‑complexity claim inventory.

Requirements

• Licenses: Not applicable.
• Travel: Up to 10%.
• Physical requirements: Work that primarily involves sitting/standing.

Skills

• 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