Claims Operations & Customer Support Specialist

About the role

We are seeking a detail-oriented Claims Operations & Customer Support Specialist to support a financial services team focused on beneficiary outreach, claims processing support, and investigative case resolution. This position combines analytical research with customer communication, making it an excellent fit for individuals who enjoy problem-solving and helping customers navigate complex situations. Approximately 70% of the role involves investigative and administrative work, while 30% consists of phone and email outreach to customers and beneficiaries.

Responsibilities

• Conduct research and follow-up activities related to outstanding claims and beneficiary records.
• Contact beneficiaries to establish communication and assist with unclaimed or incomplete claims.
• Follow up on missing documentation and requirements needed to process claims.
• Support due diligence and pre-escheat activities related to unclaimed property.
• Collaborate with processing teams to resolve complex claims issues and customer concerns.
• Identify cases requiring escalation and coordinate with management or legal partners as needed.
• Respond to customer inquiries and service requests with professionalism and accuracy.
• Research non-routine issues, recommend solutions, and ensure timely resolution.
• Provide proactive communication and education to customers regarding claim requirements and processes.
• Assist with departmental projects, process improvements, and special assignments.
• Serve as a resource for teammates and provide guidance on procedures and best practices.

Required Qualifications

• 1-2 years of professional experience in one or more of the following: Customer Service, Call Center Operations, Collections, Insurance Operations, Financial Services, Back-Office Operations.
• Strong communication skills, both verbal and written.
• Ability to investigate, analyze, and resolve customer issues.
• Excellent attention to detail and organizational skills.
• Proficiency with Microsoft Office and standard business systems.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.

Preferred Qualifications

• Experience handling sensitive customer information.
• Background working with claims, financial accounts, insurance policies, or similar operational processes.
• Experience navigating complex workflows and resolving escalated customer inquiries.

Ideal Candidate

The successful candidate is customer-focused and empathetic, detail-oriented and investigative by nature, comfortable making outbound calls and sending customer communications, skilled at problem-solving and critical thinking, able to work independently while collaborating with a team, motivated to deliver high-quality service and accurate outcomes.