Representative, Sharing Economy Express Team

Customer-focused Claims Specialist experienced in guiding customers through FNOL and managing commercial auto claims from intake to resolution.

Known for delivering empathetic, accurate service while building trust, gathering key information, and ensuring timely follow-up.

What to Expect

• Provide prompt, courteous, accurate, and fair claims service to all customers (internal and external).
• Guide customers through FNOL (First Notice of Loss) via telephone:
• Set up FNOL.
• Share contact details.
• Explain next steps in the claims journey.
• Respond to incoming calls and call out to customers in a courteous and compassionate manner
• Listen to customer and understand what matters to them in this claim and establish trust
• Gather all necessary claim adjudication information, using natural conversation flow
• Take ownership of each call until resolution:
• Follow up to ensure the promised actions are completed.
• Manage pending of commercial auto claims.
• Explain the claim process clearly via telephone and email.
• Interpret and apply policy wordings to determine coverage.
• Ensure claims are promptly and thoroughly investigated; collaborate with fraud investigators when needed.
• Work with customers, brokers, vendors, and stakeholders to resolve claims.
• Maintain detailed file records in appropriate systems.
• Process claims payments within authority level.
• Achieve targeted number of assigned claims annually while upholding core values.
• Perform other duties as assigned.

• Set up FNOL and ensure clarity on next steps.
• Connect and Build Trust:
• Respond to calls with compassion and friendliness.
• Listen attentively to understand customer needs.
• Create a Smooth Claims Experience:
• Use engaging conversation to gather claim details.
• Record information efficiently in InsurCloud.