Bilingual Claims Customer Experience Specialist

Reserv Claims

Bilingual Customer Experience Specialist providing support to customers during the insurance claims process. Handling inquiries via phone and email, ensuring a smooth and positive experience.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels
Anticipate the customer needs and take action to manage the process to full resolution
Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
Develop and maintain a solid understanding of claim procedures to provide accurate and consistent information to customers
Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols
Identify and address customer concerns, complaints, and disputes with empathy and professionalism
Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions
Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience
Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

Requirements

What you’ll need

High school diploma or equivalent is needed; bachelor's degree or relevant insurance certifications are a plus
Previous experience in customer service or a call center environment within the insurance industry, preferably with a focus on property or liability claims; high volume, fast-paced
Strong knowledge of insurance claims processes, terminology, and best practices
Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically to customers
Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately
Strong problem-solving and critical-thinking abilities
Proficiency in using customer relationship management (CRM) systems and other relevant software applications
Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure
Strong organizational and time management skills to prioritize tasks and meet deadlines effectively
Must be able to obtain designated home state claim adjuster license in 60 days
Bilingual (fluent in Spanish and English).

Benefits

Comp & perks

Generous health-insurance package with nationwide coverage, vision, & dental
401(k) retirement plan with employer matching
Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
Generous family leave policy after 8 months of continuous work
Work from anywhere to facilitate your work life balance
Apple laptop, large second monitor, and other quality-of-life equipment you may want.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

insurance claims processesproperty claimsliability claimscustomer relationship management (CRM) systemsdata integritydocumentationproblem-solvingcritical-thinkingcommunication skillsactive listening

Soft Skills

empathypatienceresilienceorganizational skillstime managementprofessionalismcollaborationcustomer serviceadaptabilityinterpersonal skills

Certifications

high school diplomabachelor's degreeinsurance certificationshome state claim adjuster license