Claims Support Representative

Location: Remote

• Serve as an elevated, licensed point of contact for policyholder and claimant questions.
• Explain and process claim payments accurately and per company policy, to include first payments for our Insureds, and re issuing other payments already issued on the claim.
• Provide licensed-level explanations of coverage, policy terms, and claim status, this involves advising liability and coverage information to all parties and determining liability and investigating coverage related to our insured’s losses.
• Handle escalated questions and disputes beyond entry-level CSR authority.
• Document all interactions and payment activity in company systems.
• Refer any matter requiring investigation, coverage determination, or settlement to an upper-level adjuster.
• Serve as a resource for entry-level CSRs on licensed-scope questions.
• Maintain compliance with company policy and Florida DFS regulations in every interaction.
• Maintain consistent adherence to departmental performance standards, including productivity, quality, attendance, and customer service metrics.
• Determine next steps in the claim process and make decisions based on claim data to move the claim to closure to include coverage reviews, and liability reviews on first party losses.

• REQUIRED: Active Florida 6-20 All-Lines Adjuster license in good standing.
• At least 1 year customer service expiernece, or a comparable P&C insurance service role.
• Bilingual preferred (English & Spanish).
• Strong communication, organizational, and analytical skills; sound independent judgment.