Insurance Customer Service Specialist

Specialty Programs SpecialistAt CCA Global Partners, we're dedicated to building a better world by uniting family-owned businesses across North America. Our mission is to strengthen these businesses into formidable independent competitors, keeping the American Dream alive and thriving. By focusing on people, communities, and independence, we're making a real impact on Main Street businesses across the continent. Ready to be part of our journey? Join our dynamic team as a Specialty Programs Specialist in our St. Louis office for our Strategic Partners Group division, where you'll play a critical role in supporting insurance-related programs and helping drive successful outcomes across complex claims.As a Specialty Programs Specialist, you'll be responsible for managing Specialty Program claims from assignment through resolution, and claim coordination. You'll work closely with contractors, carrier partners, flooring stores, and internal teams to reconcile estimate scope, pricing accuracy, documentation completeness, financial alignment, and overall claim outcomes.Our Specialty Programs Specialist will:Manage Specialty Program claims from assignment through resolution, ensuring updates are timely and repairs stay on schedule.Monitor daily work queues and prepare weekly/monthly reporting on claim activity and performance.Review and validate estimates for medium- to large-loss property claims, ensuring accuracy in materials, labor, and overall scope using estimating tools and documentation.Serve as a liaison between contractors, flooring stores, and insurance carrier partners to resolve routine and escalated issues.Partner with internal teams and external stakeholders to investigate and resolve scoping discrepancies, customer service concerns, and warranty issues.Support estimate-to-payment alignment by validating scope, pricing, and totals to ensure accurate financial outcomes.Provide technical guidance and support to improve estimating practices and reduce recurring errors.Identify contractor performance trends and collaborate with leadership to address risks and improve program outcomes.Maintain thorough documentation and clear claim notes to ensure transparency, compliance, and quality outcomes.Do our requirements match YOUR background?A bachelor's degree in business preferred or equivalent industry experience, plus 3–5 years of relevant experience. Supervisory or insurance industry experience is preferred.Ability to confidently resolve complex estimating and workmanship issues involving multiple parties, share knowledge effectively, and work successfully in a team environment.Ability to make decisions with a high degree of independence and confidence, using sound judgement and experience to resolve customer care issues.Excellent communication skills, especially in phone-based and cross-functional environments.Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.Ability to identify early indicators of contractor performance concerns and promptly escalate those observations to senior team members.Ability to maintain clear, consistent, and timely claim notes that document job status, estimate activity, payment alignment, issue-resolution steps, and decision rationale to support financial controls, file completeness, and overall job readiness.Proficiency in Microsoft Office (Word, Excel, Access, Outlook) and familiarity with tools like Xactimate, XactAnalysis, and CoreLogic/Symbility.How we take care of YOU:We provide the ability to collaborate with a passionate group of leaders, peers, and amazing Members.We recognize your accomplishments and contributions through development, growth and compensation!We care about you and your family. We want to make your life better and easier. Our benefits exist so you are well taken care of, and we support you and your loved ones through life's various stages and situations.What Makes Us Special? CCA Global Partners is a leading cooperative business model, empowering thousands of entrepreneurs to succeed despite widespread industry consolidation. Our mission is to provide the scale, resources, and innovation that drive sustainability, growth, and effective competition in today's evolving marketplace. Embrace the CCA Way: We thrive on our core values and approach success with dedication and innovation. We are proud to be an Equal Opportunity Employer and invite you to be part of our success story. Ready to make a difference? Say YES, and we'll say WELCOME HOME!