Customer Claims Specialist (Hotel)

About the role

We're seeking a Customer Claims Specialist (Hotel) to support policyholders with temporary lodging needs during active claims. This role involves locating suitable hotels for approved temporary stays, coordinating details directly with policyholders, and serving as a reliable point of contact throughout the lodging process.

Responsibilities

• Receive and manage hotel/temporary stay requests related to policyholder claims.
• Locate and recommend available hotels that meet coverage guidelines, customer needs, and claim requirements.
• Act as the primary point of contact for assigned policyholders regarding hotel arrangements throughout the claims process.
• Cook up booking-related information as directed by established workflows (e.g., stay dates, guest details, payment/authorization instructions).
• Review and confirm hotel invoices for eligibility, accuracy, and adherence to policy terms (rates, dates, charges, taxes/fees as applicable).
• Document all customer interactions, decisions, and claim-related activity in the company's case management system (Salesforce).
• Maintain strong working relationships with internal claims partners and, when applicable, hotel/vendor contacts.
• Follow compliance and privacy requirements while handling sensitive customer and claim information.
• Perform other duties as necessary or assigned.

Qualifications

• Excellent written and verbal communication skills (email, text, phone).
• Strong problem-solving skills with a proactive and innovative focus.
• Must demonstrate accuracy, attention to detail, and excellent organization skills.
• Strong ability to multitask.
• Sense of urgency and deadline oriented.
• Intermediate competency in math.
• Ability to demonstrate compassion and handle sensitive information.
• Proficient with Microsoft Office Suite (Outlook, Word, Excel, etc.).
• Adequate typing speed, indicative of ability to type while holding a phone conversation.
• High school diploma or equivalent required.
• 2+ years of Customer Service experience.
• Stable work history with a pattern of excellent attendance and reliability.
• Relatable knowledge within the insurance industry.
• Salesforce experience (preferred).