American Family Insurance - Corporate Claim Support - Phoenix, AZ in Afghanistan

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Quick Stats:

Job ID:

R9640 Claim Support - Phoenix, AZ (Open)


The position of Claim Senior Support is responsible for the general support activities of a claim office. The various clerical functions may include receiving and distributing mail and claim files, receiving and returning telephone calls from internal and external customers, receiving customers in the office and data entry. As senior support the experience increases productive work proficiency and reliability. Supports the Claim Division goal of ensuring customer service industry leadership.


Physical Demands

  • This position requires hand and finger dexterity between 66 and 100% of the time.

  • This position requires the ability to reach with hands and arms between 1 and 33% of the time.

  • This position requires the ability to stand, walk and/or sit between 66 and 100% of the time.

  • This position requires the ability to talk or listen (hear) between 33 and 66% of the time.

  • This position requires the ability to lift up to 10 pounds between 1 and 33% of the time.

  • This position requires the ability to lift up to 25 pounds between 1 and 33% of the time.

Travel Requirements

  • Must be willing to travel for Catastrophe duty if necessary.

  • This position requires travel up to 10% of the time.

Specialized Knowledge and Skills Requirements

  • Demonstrated experience providing customer-driven solutions, support or service

  • Demonstrated customer service skills and knowledge of customer service processes and functions.

  • Demonstrates a thorough knowledge of claim policies and procedures.

  • Keyboarding/typing ability at 35 wpm.

  • Knowledge and demonstrated proficiency in various PC software applications (e.g. Microsoft Office Suites, Internet Explorer, Outlook, Acrobat, FrontPage).

Additional Job Information:

Job Description:

Primary Accountabilities

Customer Service (30%)

  • Excels at providing all aspects of customer service to internal and external customers to obtain the best on customer satisfaction.

  • Communicates with internal and external customers in a professional manner.

  • Assists walk-in claim customers and performs the necessary functions to ensure proper resolution for the more complex issues.

  • Receives and returns calls to insureds, claimants, agents, etc. within defined authority guidelines in order to solve problems and answer questions.

  • Maintains a high level of confidentiality.

Claim and System Knowledge (20%)

  • Demonstrates advanced proficiency in claim processing systems, applications and functions.

  • Applies knowledge of and adheres to Corporate Claim Standards, Company Claim Bulletins, Company Code of Ethics and Unfair Claim Practice Acts.

  • Uses and understands claim terminology.

  • Responsible for data entry and typing for a variety of reports, letters, memos, and handles dictation.

Claim Service Processing (20%)

  • May handle non-technical aspects of a claim file including pulling files, timely distribution and file folder maintenance as needed.

  • May monitor and oversee file activity on low level files.

  • May issue claim payments within authority.

  • May enter adjuster assignments.

  • Recognizes the need and involves other departments and resources as needed.

  • May require extensive documentation and entry into estimating system.

Technical (20%)

  • Performs special project work as assigned.

  • Assists others with training of personnel.

  • Develops, compiles and supports assessment of data for reports.

  • May provide an analysis of data applicable to supported area.

Support (10%)

  • Peforms claim clerical duties as assigned.

  • Manages the unit supply inventory and orders supplies as needed.

  • Assist in the logistical arrangements for meetings and conferences.

  • Operates area specific equipment (i.e. copiers, fax machines, calculators, transcribers, switchboard, etc.)

  • Handles the opening, sorting and time stamping of claim mail as needed to assist Claim Office Support personnel.

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At American Family Insurance, we know how hard our customers and employees work to achieve their dreams. That’s why, for nearly 90 years, we’ve made it our mission to protect those dreams. It’s all part of who we are and who we’ll always be – innovative, caring, agile, trustworthy, transparent and passionate. We’re a strong, forward-looking company and a proven leader in our industry. And if you’re looking to make a difference, we’re looking for you.