Customer Claims Specialist (Housing)

About the role

We're seeking a Customer Claims Specialist (Housing) to manage long-term relationships with policyholders, insurance claims adjusters, and landlords. This role involves serving as the point of contact for various parties during the temporary housing process, assisting with customer service issues, and ensuring customer satisfaction.

Responsibilities

• Serve as point of contact for policyholders and adjusters, landlords and third-party vendors during the temporary housing process.
• Obtain adjuster approvals and accurately process extensions if needed.
• Aid in resolving any customer service issues related to the housing stay.
• Communicate with the landlord/rental management company to ensure the policyholder's needs and special requests are met.
• Occasionally act on behalf of the collections department to obtain abatement for a claim.
• Ensure customer satisfaction by promptly and properly resolving questions and issues via email and telephone communication.
• Manage high volume email, as well as inbound and outbound telephone calls for claim handling, while documenting activities in Salesforce.
• 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.
• Demonstrate accuracy, attention to detail, and excellent organization skills.
• Strong ability to multitask and demonstrate a sense of urgency and deadline orientation.
• Show 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.
• Two or more years of Customer Service experience.
• Stable work history with a pattern of excellent attendance and reliability.
• Relatable knowledge within the insurance industry.
• Experience with Salesforce is a plus.