Bilingual Claims Intake/FNOL/Triage Specialist

About the role

We are looking for a highly capable Bilingual Triage Specialist to join our team in Omaha, Chicago, or Los Angeles. Alternatively, we can also fill this role in our Albany, New York City or Richmond, VA offices. The position works to diligently and quickly set up and assign new claims as our customers report them. This role is well positioned to move into Claims Trainee positions when they become available to grow their professional career in the insurance industry.

Responsibilities

• Under technical direction and within standard limits and authority provide clerical support to claims adjusters to facilitate timely and accurate intake and assignment of commercial claims.
• Update new and existing claims in claims database and contact brokers as needed.
• Screen all incoming phone calls, assess and assign out to proper party.
• Prepare written correspondence.
• Print attached backup documentation/invoice and mail checks.
• Electronic and paper filing as needed.
• Determine coverage and adjuster assignment.
• Investigate the claim - this requires calling the claimant, insured.
• Process mail and prioritize workload.
• Technical information gathering through ordering reports, contacting police departments for vehicle/ equipment recovery.
• Responsible for telephone calls from various parties (insured, claimant, etc.).
• Have an appreciation and passion for strong claim management.

Qualifications / Experience

• Knowledge of Service Center policies and guidelines, as well as an exceptional Customer Service focus obtained through: One year insurance experience (required).
• General knowledge of commercial insurance required.
• A high school diploma (or equivalent) and 3 years’ prior relevant work experience; or a vocational or technical education with at least one year of relevant work experience.
• A bachelor’s degree from an accredited university is strongly preferred.
• Experience working with Guidewire and/or ClaimsCenter strongly preferred, but not required.
• Experience creating structured and clear prompts deliver accurate and reliable results from a LLM is preferred but not required.
• The ability to communicate clearly on the telephone is crucial.
• The ability to read and write both English and Spanish fluently is required.
• Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines.
• A strong sense of accountability and pride in completing an excellent work product.
• An eagerness and desire to learn the Triage claims function with the intent of becoming a Claims Adjuster.
• Shows care and concern by expressing curiosity authentically, being self-aware, constantly engaging input from others, and collaborating with ease.
• Ability to be a team player that communicates and collaborates with peers to achieve common goals in a team environment.
• Intellectual curiosity – the ability to consistently consider all options and is not governed by conventional thinking.
• Client focus – the ability to effectively determine specific client needs and to provide value added solutions.
• Strong interpersonal skills, good judgment and be capable of communicating with a diverse range of individuals.
• Proven ability to consistently produce and deliver expected results to all stakeholders by: Finding a way to achieve success through adversity. Being solution (not problem) focused. Ability to develop and maintain productive relationships with clients, business partners and organizational peers with a focus on timely and meaningful exchanges of information. Detail oriented with initiative. Successful traits (flexibility, ability to thrive in change, being resourceful on your own) necessary to work in a fast-paced environment that is evolving constantly. Excellent analytical skills.
• Proficient in the use of computer programs, including Word, Excel, and Outlook.

Benefits and Compensation

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

About Working In Claims

At Argo Group, we do not treat our claims or our claims professionals as a commodity. The work we offer is challenging, diverse, and impactful. Our Adjusters and Managers are empowered to exercise their independent discretion and, within broad limits and authority, be creative in developing solutions and treat each case as the unique situation it is. We have a very flat organizational structure, enabling our employees have more interaction with our senior management team, especially when it relates to reviewing large losses. Our entire claims team works in a collaborative nature to expeditiously resolve claims. We offer a work environment that inspires innovation and is open to employee suggestions. We even offer rewards for creative and innovative ideas. We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone.

Core Values

At Clearbrook, our Core Values are Integrity, Collaboration, Pursuit of Excellence, and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead, and how we succeed.