Bilingual Customer Service Specialist

Company Argo Group is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The Argo entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc. Job Description Business Title(s): Bilingual Claims Intake/FNOL/Triage Specialist Employment Type: Full-Time FLSA Status: Non-Exempt Location: In-Office Summary: We are looking for a highly capable Bilingual Triage Specialist to join our team in Omaha, Chicago, or Los Angeles. Alternatively, we can also fill this role in our Albany, New York City or Richmond, VA offices. The position works to diligently and quickly set up and assign new claims as our customers report them. This role is well positioned to move into Claims Trainee positions when they become available to grow their professional career in the insurance industry. We are in the process of enhancing our data capture capabilities in order to improve operational efficiency, strengthen our process governance, and enable more data driven decision making. We intend to implement a Large Language Model (LLM) that will transform the way the Triage Team performs its work. This is an ideal opportunity for candidates with experience or interest in hands‑on AI implementation to modernize operations. Employees in this role are required to accurately record all hours worked and submit timesheets in accordance with company policy. Overtime may be assigned as business needs dictate, and employees are expected to work overtime when required. This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours. Essential Responsibilities Under technical direction and within standard limits and authority provide clerical support to claims adjusters to facilitate timely and accurate intake and assignment of commercial claims. Update new and existing claims in claims database and contact brokers as needed. Screen all incoming phone calls, assess and assign out to proper party. Prepare written correspondence. Print attached backup documentation/invoice and mail checks. Electronic and paper filing as needed. Determining coverage and adjuster assignment. Investigating the claim - this requires calling the claimant, insured. Processing mail and prioritizing workload. Technical information gathering through ordering reports, contacting police departments for vehicle/ equipment recovery. Responsible for telephone calls from various parties (insured, claimant, etc.). Have an appreciation and passion for strong claim management. Qualifications / Experience Required Knowledge of Service Center policies and guidelines, as well as an exceptional Customer Service focus obtained through: One year insurance experience (required). General knowledge of commercial insurance required. A high school diploma (or equivalent) and 3 years' prior relevant work experience; or A vocational or technical education with at least one year of relevant work experience. Bachelor's degree from an accredited university is strongly preferred. Experience working with Guidewire and/or ClaimsCenter strongly preferred, but not required. Experience creating structured and clear prompts deliver accurate and reliable results from a LLM is preferred but not required. The ability to communicate clearly on the telephone is crucial. The ability to read and write both English and Spanish fluently is required. Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines. A strong sense of accountability and pride in completing an excellent work product. An eagerness and desire to learn the Triage claims function with the intent of becoming a Claims Adjuster. Demonstrates active listening and proactive communication by listening first, and then preparing carefully before engaging in conversation to communicate well thought out feedback. Shows care and concern by expressing curiosity authentically, being self-aware, constantly engaging input from others, and collaborating with ease. Ability to be a team player that communicates and collaborates with peers to achieve common goals in a team environment. Intellectual curiosity - the ability to consistently consider all options and is not governed by conventional thinking. Client focus - the ability to effectively determine specific client needs and to provide value added solutions. Strong interpersonal skills, good judgment and be capable of communicating with a diverse range of individuals. A strong focus on execution in getting things done right. Proven ability to consistently produce and deliver expected results to all stakeholders by: Finding a way to achieve success through adversity. Being solution (not problem) focused Ability to develop and maintain productive relationships with clients, business partners and organizational peers with a focus on timely and meaningful exchanges of information. Detail oriented with initiative. Successful traits (flexibility, ability to thrive in change, being resourceful on your own) necessary to work in a fast‑paced environment that is evolving constantly. Excellent analytical skills. Proficient in the use of computer programs, including Word, Excel, and Outlook. Salary and Compensation Richmond Pay Range: $26.76 - $30.80 per hour ($55,651.20- $64,066.20 annualized) Albany and Chicago Pay Range: $29.29 - $33.88 per hour ($60,924.60 - $70,461.60 annualized) Los Angeles and New York City Pay Range: $32.04 -$37.11 per hour ($66,646.80 - $77,193.60 annualized) About Working in Claims at Argo Group Argo Group does not treat our claims or our claims professionals as a commodity. The work we offer is challenging, diverse, and impactful. Our Adjusters and Managers are empowered to exercise their independent discretion and, within broad limits and authority, be creative in developing solutions and treat each case as the unique situation it is. We have a very flat organizational structure, enabling our employees have more interaction with our senior management team, especially when it relates to reviewing large losses. Our entire claims team works in a collaborative nature to expeditiously resolve claims. We offer a work environment that inspires innovation and is open to employee suggestions. We even offer rewards for creative and innovative ideas. We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone. We encourage talented people from all backgrounds to apply. Equal Opportunity Employer Statement We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics. Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas. If you have a disability under the Americans with Disabilities Act or similar state or local law and you wish to discuss potential reasonable accommodations related to applying for employment with us, please contact our Benefits Department at View phone number on click.appcast.io. Notice to Recruitment Agencies Resumes submitted for this or any other position without prior authorization from Human Resources will be considered unsolicited. BWS and / or its affiliates will not be responsible for any fees associated with unsolicited submissions. Benefits and Compensation We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program-including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities. #J-18808-Ljbffr