Bilingual Claims Intake/FNOL/Triage 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 a