Claims Support Specialist

Claims Support Specialist

Say hello to Hagerty

Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do, and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We're proud to be the world's largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world's largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We're committed to Never Stop Driving. Ready to get in the driver's seat? Join us!

As a Claim Support Specialist, you will be responsible for providing exemplary customer service and phone support to the Claims department. In this role, you will play a crucial part in the claims management process by capturing First Notice of Loss (FNOL) for new claims, addressing existing claims inquiries, and processing simple claims. The person in this role must be able to triage incoming calls effectively while maintaining their composure, complete clerical duties as time allows. A strong interest in pursuing a career in Claims or insurance is a plus. Ready to get in the driver's seat? Join us!

What you will do

• Monitor the phone queue for call volume and remain available for calls throughout the shift.
• Efficiently gather and document information related to new claims in our claims systems.
• Guide members through reporting a new claim and set appropriate expectations.
• Ensure accuracy and completeness of data for seamless assignment and claim handling.
• Field calls from members inquiring about the status of their existing claims.
• Provide clear and concise updates on the progress of the claim process.
• Collaborate with internal teams to facilitate timely resolution of member concerns.
• Accurately document all customer interactions and claim details in various systems.
• Take ownership of minor claims by assessing damages and determining appropriate actions.
• Advise members on the steps necessary to expedite the resolution of their claims.
• Maintain a high level of empathy and professionalism in customer interactions.
• Exceed customer expectations by providing personalized and effective support.
• Practice active listening to help each member as quickly and efficiently as possible.

• Display excellent time management skills.
• Add, label and route incoming electronic documents to various claim systems.
• Assist with special projects, as needed.
• Lead team huddles and participate in team meetings.

This might describe you

• Proven experience in a customer service role, preferably within the insurance industry.
• Must be customer focused and action oriented.
• Problem-solving mindset and the capacity to handle challenging customer situations.
• Empathetic and understanding of the stress and concerns of members during the claims process.
• Excel in a fast-paced, high-pressure environment.
• Strong organizational skills with a keen attention to detail.
• Ability to navigate and input data into multiple claims management systems.
• Team player with a collaborative approach to working with internal teams.
• Ability to adapt to changing priorities and handle a dynamic workload.
• Excellent verbal and written communication skills.
• Ability to maintain confidential information.
• An interest or knowledge of classic or collector vehicles, or the willingness to learn about them.
• Must exhibit Hagerty Core Values.
• Must be dependable and maintain impeccable attendance.

• Must be bondable and capable of obtaining any necessary state licenses.
• Familiarity of public company requirements, including Sarbanes Oxley and key regulations, if applicable.

Other things to note

· This position is open to U.S. remote work.

· Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

The hours for this position will be 8-hour shifts that vary throughout our business hours. Our regular business hours are (all EDT) Monday through Friday, 8:00 a.m. to 8:00 p.m., Saturdays 8:30 a.m. to 4:30 p.m. and Sundays 12:00 p.m. to 4:00 p.m.

The compensation for this position will be $23.00 per hour with full benefits. If you reside in the following jurisdictions: Illinois, Colorado, California, District of Columbia, Hawaii, Maryland, Minnesota, Nevada, New York, or Jersey City, New Jersey, Cincinnati or Toledo, Ohio, Rhode Island, Washington, British Columbia, Canada please email View email address on click.appcast.io for compensation, comprehensive benefits and the perks that set us apart.

At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age, or car preference. We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world.