Associate Claims Care Center Representative

American Family Insurance is seeking an Associate Claims Care Center Representative who will be the first point of contact for customers reporting claims. This role involves delivering empathetic customer service while gathering accurate details and coordinating next steps across various claims.

Responsibilities

• Serve as the first point of contact for customers reporting a new loss or calling on an existing claim, delivering an empathetic, clear, and low-effort experience across Property, Auto, and Specialty claims via phone and digital channels
• Gather, verify, and document complete loss details using strong listening and investigative questioning; maintain accurate claim file notes and data quality to support timely decisions and minimize rework
• Review claim information and coverage guidance (e.g., prior activity, adjuster notes, estimates) to take appropriate next actions within authority
• Set expectations and guide customers through next steps—timelines, required documentation, and available resources—while proactively following up on commitments and escalations
• Manage assigned claim tasks and/or low-complexity inventory, prioritizing work by customer impact, severity, and deadlines while balancing schedule adherence, productivity, and quality/compliance standards
• Partner effectively with adjusting teams and cross-functional internal stakeholders (e.g., agencies, underwriting, billing) to resolve issues, remove barriers, and improve the end-to-end customer experience
• Utilize systems and related applications efficiently and accurately, safeguarding confidential information and adhering to all policies, procedures, and regulatory requirements
• Demonstrate independent judgment, continuous learning, and a problem-solving mindset; identify opportunities to simplify processes and enhance the customer experience

Skills

• Proficiency handling work via phone, outbound follow-ups, and digital channels, adapting tone and clarity by channel
• Strong organization skills: ability to prioritize, manage a queue/inventory, and meet deadlines with high quality
• Demonstrated success in customer-facing roles where you handled sensitive situations, de-escalated concerns, and built trust through clear communication and follow-through
• Ability to listen actively, ask purposeful questions, and document accurately while navigating multiple systems in a fast-paced environment
• Comfort making decisions within guidelines and authority, including applying coverage direction, interpreting documentation (notes/estimates), and taking appropriate next actions
• Strong problem-solving and ownership mindset: you take accountability, remove obstacles, and know when/how to escalate for the best customer outcome
• Experience supporting customers through complex or emotional events (loss, financial stress, urgent repairs) with empathy and professionalism

Benefits

• Comprehensive medical, dental, vision and wellbeing benefits
• Competitive 401(k) contribution
• Pension plan
• Annual incentive
• 9 paid holidays
• Paid time off program (23 days accrued annually for full-time employees)
• Student loan repayment program
• Paid-family leave

Company Overview