Claim Call Center Representative - Jacksonville, FL
1 day ago
Job description
Claims Call Center Representative
Join a collaborative, service-focused team where attention to detail, professionalism, and customer care are valued. At Stillwater Insurance Group, you will play a critical role in supporting our Claims Department by ensuring accurate and timely claim intake while delivering exceptional service to policyholders and internal partners.
Why Stillwater?
Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach.
Our employees consistently describe Stillwater as a place with great people, accessible leadership, and a genuine commitment to integrity. We emphasize teamwork, professional development, and internal growth within a positive, high-performing environment.
Role Overview
The Claims Call Center Representative supports the Claims Department by capturing First Notice of Loss (FNOL) information, establishing new claim records, and managing incoming communications across the enterprise. This role requires strong data entry accuracy, effective communication skills, and the ability to navigate multiple systems efficiently. Cross-training in administrative functions is expected to provide resource support across the Claims Department. This is an in-office position, working Monday to Friday from 11:00am to 8:00pm (EST).
Key Responsibilities
- Process First Notice of Loss reports received via phone and non-phone reporting channels accurately and within established service standards
- Create and maintain new claim records in applicable systems
- Handle incoming calls and enterprise-directed communications professionally and efficiently
- Research and resolve complex claim inquiries, escalating when appropriate to ensure effective resolution
- Liaise with internal and external stakeholders to clarify information and resolve issues
- Utilize internal claims systems and tools with accuracy and efficiency
- Provide feedback and recommendations to improve service quality and customer experience
- Follow company procedures to ensure compliance with risk management and regulatory requirements
- Cross-train in administrative duties to support broader Claims Department operations
Minimum Qualifications
- High school diploma or GED equivalent
- Minimum 2 years of call center experience
- Strong data entry skills with typing speed of 32 WPM or higher
- Proficiency in Windows-based operating systems and Microsoft Office applications
- Ability to navigate multiple screens and systems quickly and accurately
- Strong comprehension skills and professional demeanor
- Solid written and verbal communication skills
- Demonstrated attention to detail and problem-solving ability
Preferred Qualifications
- Bilingual (Spanish/English)
- Prior insurance industry knowledge or experience
Skills & Competencies
- Strong customer service orientation
- Ability to manage multiple priorities in a fast-paced environment
- High level of accuracy and organizational skills
- Effective listening and communication skills
- Collaborative team mindset
- Commitment to compliance and process adherence
What You Can Expect
- A supportive, team-oriented culture
- Opportunities for cross-training and professional growth
- Recognition for accuracy, efficiency, and service excellence
- A workplace built on trust, integrity, and respect
Apply today to begin your career with Stillwater Insurance Group. Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.
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