Claims Phone Support

About the role

About Our Client: Travel Insured International operates within the travel insurance industry, providing travel protection plans designed to help individuals travel with confidence. As part of a specialty business unit within a larger accident and health division, the organization addresses the need for dependable and comprehensive travel insurance coverage. With over 30 years of experience, it offers products to both consumers and agency partners of varying sizes, focusing on delivering value and customer satisfaction.

About the Opportunity: The CLAIMS PHONE SUPPORT role is an entry to mid-level position focused on delivering excellent customer service and efficient claim handling. This role is responsible for managing initial claim intake, providing claim status updates, and guiding customers through documentation requirements. The position supports the claims team by managing customer interactions effectively and contributes to achieving service goals and operational efficiency.

Responsibilities

• Provide daily phone coverage for the Claims support line to assist customers and travel agents
• Initiate claim first notices and advise on necessary documentation and submission processes
• Respond accurately and promptly to routine claim inquiries, documenting interactions appropriately
• Escalate complex inquiries to the relevant claims personnel
• Meet departmental objectives and key performance indicators
• Offer feedback to management regarding training needs
• Participate as a member of the disaster recovery call center team
• Perform additional duties to support team and unit requirements
• Advocate for customers to ensure a positive claim experience
• Support claim unit personnel to help meet service goals

Requirements

• High school diploma or equivalent
• One to two years of customer service experience preferred
• Familiarity with Microsoft Office and cloud-based systems
• Knowledge of claims, imaging, and workflow systems is a plus

Pay

Starting salary range is $20.00 to $22.00 per hour based on experience

Benefits

• Competitive compensation package
• Generous 401(k) employer match
• Employee Stock Purchase Plan with employer matching
• Generous Paid Time Off
• Comprehensive benefits covering health, dental, and vision
• Programs supporting physical, mental, and financial wellness for employees and their families
• Career development opportunities including tuition reimbursement and professional training
• Supportive work environment encouraging community involvement and social responsibility