Senior Triage Specialist (aka Senior Claims Intake/FNOL Specialist)

About the role

We’re looking for an experienced Senior Triage Specialist to join our Commercial Claims team. This position combines First Notice of Loss (FNOL), claims intake, and fast-track claims handling while providing critical support to our claims adjusters.

Responsibilities

• Manage fast-track commercial claims from initial intake through resolution.
• Review new claims and determine coverage and appropriate adjuster assignment.
• Update and maintain claim information within the claims management system.
• Contact insureds, claimants, brokers, and other parties to gather claim information.
• Answer and route incoming calls to the appropriate claims professionals.
• Manage shared voicemail inboxes and respond to inquiries.
• Order police reports and other supporting documentation.
• Prepare written correspondence and maintain electronic claim files.
• Process incoming mail and prioritize daily workloads.
• Support claims adjusters with administrative and technical claim activities.
• Maintain diaries and complete assigned tasks to ensure timely claim handling.
• Continuously look for solutions that improve customer service and operational efficiency.

Requirements

• Candidates should have strong customer service skills and commercial insurance experience, along with one of the following:
• A high school diploma and 6+ years of experience, including at least 1 year in insurance or a related industry (commercial claims preferred);
• An associate degree or technical education and 3+ years of experience, including at least 1 year in insurance or a related industry;
• A bachelor’s degree and 1+ year of experience, including at least 1 year in insurance or a related industry.

In addition, candidates should have understanding of how insurance companies operate and make business decisions, strong written and verbal communication skills, excellent customer service and relationship-building abilities, strong analytical and problem-solving skills, ability to prioritize multiple tasks in a fast-paced environment, high attention to detail and strong organizational skills, proficiency with Microsoft Word, Excel, and Outlook, and a desire to continue learning and growing professionally.

Preferred Qualifications

• Bilingual in English and Spanish.
• Experience with Guidewire ClaimCenter or other claims management systems.
• Experience using or creating prompts for AI/LLM tools to improve business processes.

Work Environment

This is a 100% in-office position Monday through Friday during normal business hours. Overtime may be required based on business needs and must be accurately reported on company timesheets.

Compensation

• Richmond, VA: $29.37-$34.18/hour ($61,098-$71,094 annually)
• Albany, NY & Chicago, IL: $32.32-$37.71/hour ($67,218-$78,438 annually)
• Los Angeles, CA & New York City, NY: $35.26-$41.14/hour ($73,338-$85,578 annually)

Benefits and Compensation

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Core Values

At Clearbrook our Core Values are Integrity, Collaboration, Pursuit of Excellence and Forward Thinking. These values reflect who we are today and who we aspire to be - guiding how we work, how we lead and how we succeed.