Claims Coordinator

Key Responsibilities

• Receive and document FNOL via phone, email, or system intake.
• Accurately capture all required loss and policy information in the claims system at first touch.
• Initiate claim files with correct coding, coverage line, and assignment routing.
• Identify incomplete or unclear information and proactively follow up.
• Answer inbound calls on existing claims and route to the appropriate handler when needed.
• Provide basic status updates using the claim file and standard scripting/guidance.
• De-escalate routine service frustrations and set clear expectations for next steps.
• Escalate coverage, authority, or complaint-level issues to the Claims Specialist or Manager.
• Execute department projects assigned by management (e.g., A/P support, data validation, bulk outreach, template updates, Whale maintenance).
• Provide accurate data pulls or lists as requested.
• Identify recurring issues or bottlenecks and raise them to management with clear examples.

Required Competencies

• Attention to Detail: Maintains high accuracy in data entry and documentation.
• Service Orientation: Handles distressed or confused callers calmly and professionally.
• Time Management: Prioritizes calls, tasks, and projects without excessive oversight.
• Collaboration: Works effectively with Claims Specialists and Managers; communicates handoffs clearly.
• Systems Proficiency: Learns and uses the claims platform and office tools effectively.

Other Duties as Assigned

This job description reflects the primary responsibilities of the role; however, the Company reserves the right to assign additional or different duties as business needs evolve. Such assignments will be reasonably related to the employee’s role, skills, and experience.

Key Performance Indicators (KPIs)

• FNOL data accuracy rate.
• Average time from FNOL receipt to file setup/assignment.
• Call handling metrics (ASA, abandonment, call quality audits).
• Percentage of files with complete intake documentation at first setup.
• Timely completion rate on assigned projects/tasks.

Required Experience

• 1-2 years of relevant experience.

Required Education

• High school or equivalent.

Required Travel

• No Travel Required.