[Hiring] Operations Shared Services Specialist @CSAA Insurance Group, a AAA Insurer

Role Description

Support CSAA customers by providing information on policy and coverage. Respond to inquiries on existing claims as well as take first notice of loss on newly filed claims.

• Communicate with customers via phone, email, text or chat.
• Assist customers with insurance claims by taking the initial report of a claim for auto and home.
• Check the status of existing claims for customers and provide updates.
• Answer questions about the claim process.
• Assist with customer policy changes.
• Resolve issues or concerns related to new and existing claims within scope of role.
• Match the policyholder with a claim's adjuster, providing their name and contact information.
• Set expectations for follow-up timing.
• Fulfill business needs and cross-train for other initiatives.
• Document all claim activity accurately and timely in claims systems.
• Comply with state insurance regulations, internal policies, and audit requirements.
• Protect customer privacy and confidential information (PII).
• Adhere to Fair Claims Practices, standards, and service-level agreements (SLAs).
• Provide information about CSAA insurance products and services.
• Willingness to learn new skills.

Work flexibility: Must be able to work during the operating hours of 5:30 a.m. to 12 a.m. PST, which may include evenings and/or weekends after training is concluded. Training is Monday-Friday from 8:00 a.m. - 5:00 p.m. Pacific Time. Willing to adjust hours (expand or contract as needed). This position is a part-time role with a minimum of 20 hours per week.

Qualifications

• 2 years of customer service experience in a fast-paced setting.
• 2 years of claims experience in Property and Casualty industry.
• High School Diploma/GED or 2 years experience in a customer-facing virtual environment using internet, phone and chat features.
• Empathy, Adaptability, Time Management, Organization.
• Communication and problem-solving skills are essential to this role.
• De-escalation and conflict resolution skills.
• Professional judgment and decision-making within guidelines.
• Resilience in high-volume or emotionally charged situations.
• Outstanding interpersonal skills.
• Strong computer navigation abilities, able to handle multiple systems and screens at one time.
• Ability to handle several tasks simultaneously while completing assigned tasks in required timeframes.
• Shows respect for differences through excellent communication skills with people from an array of backgrounds.
• Lives CSAA cultural norms (e.g., willing to have cameras when it matters: helping onboard new team members, building relationships, etc.).

Requirements

• If working in a remote setting, capability to meet CSAA work from home requirements of an ergonomically correct workspace.
• Home internet with Internet connection speeds must be greater than or equal to 10 megabytes per second (Mbps) for upload and 20 Mbps for download.

Benefits

• Total compensation package, annual bonus eligibility for most roles.
• 401(k) with a company match.
• Flexible Workplace: Remote-first culture with Home-Flex roles.
• Career Growth: Leaders and mentors partner with employees to align interests and support long-term success.
• Inclusion and Belonging: Fostering an environment where people feel valued and heard.
• Sustainability: Taking action to build more resilient communities and reduce environmental impact.