Bilingual Claims Customer Experience Specialist

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Reserv Claims

WebsiteLinkedInAll Job Openings

1 - 10 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Reserv Claims is a B2B SaaS provider and third-party administrator (TPA) specializing in property & casualty (P&C) insurance claims. The company combines an AI-driven claims automation engine, a network of trained adjusters, configurable workflows, and analytics/APIs to help carriers, MGAs, and underwriters process claims more efficiently and deliver better outcomes. Reserv emphasizes a modern technology stack, data-driven reporting, white-glove service, and global operations across North America, the UK, and the EU.

📋 Description

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels • Anticipate the customer needs and take action to manage the process to full resolution • Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims • Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers • Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols • Identify and address customer concerns, complaints, and disputes with empathy and professionalism • Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions • Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience • Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

🎯 Requirements

• High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus • Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced • Strong knowledge of insurance claims processes, terminology, and best practices • Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers • Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately • Strong problem-solving and critical-thinking abilities • Proficiency in using customer relationship management (CRM) systems and other relevant software applications • Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure • Strong organizational and time management skills to prioritize tasks and meet deadlines effectively • Must be able to obtain designated home state claim adjuster license in 60 days • Bilingual (fluent in Spanish and English).

🏖️ Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental • 401(k) retirement plan with employer matching • Competitive PTO policy – we want our employees fresh, healthy, happy, and energized! • Generous family leave policy after 8 months of continuous work • Work from anywhere to facilitate your work life balance • Apple laptop, large second monitor, and other quality-of-life equipment you may want.