Claims Experience Specialist - Richmond, VA

About the role

Faye is looking for an experienced Claims Specialist to join our fast-growing team as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class claims service to our valued customers and will be pivotal in setting the bar for standard and excellence in the travel space. We work in a fun, collaborative, and entrepreneurial environment and are looking for a proactive, accountable claims expert focused on continuous learning and growth to push themselves and our team forward.

Responsibilities

• Be customer obsessed and set the highest bar for claims service in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, accuracy, proactivity and positivity.
• Handle claims arising from travel insurance products
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events.
• Collect & monitor travel intelligence information.
• Interact with travel & medical providers.
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

Qualifications

• 1-3 years experience in claims processing and/or administrative support roles
• Excellent verbal & written communications skills
• Strong analytical skills & exceptional attention to detail
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Proven experience in claims, assistance or comparable roles
• A medical and/or travel background - a plus
• Local to Richmond, Virginia and able to work in-office at least 3 days per week.