Service Representative – Claims Contact Center

About the role

The Service Representative will work in the Claims Contact Center of Universal Insurance Company, providing assistance to policyholders and claimants who contact the claims department. This role involves handling inbound calls, processing claim documentation, and supporting claim adjusters and supervisors.

Key responsibilities

• Answer and route incoming calls from insured parties and claimants regarding insurance policies and claim status.
• Document all interactions and actions taken in the claims management system.
• Receive, digitize, and index client‑submitted documents related to claims.
• Create new claim records when necessary and communicate the claim number to the caller.
• Schedule appointments for Special Review Officer (SRO) claims and record them in the system.
• Request inspections through the system and follow up on their status.
• Perform general administrative tasks such as filing and photocopying.
• Adhere to standard operating procedures and participate in special projects as assigned.

Required profile

• Associate degree in Business Administration or equivalent.
• At least one year of experience in customer service or a related field.
• Basic knowledge of insurance products and business lines.
• Strong interpersonal and communication skills in Spanish and English (both written and oral).
• Ability to work under pressure, multitask, and collaborate with team members.

Required skills

• Proficiency with computer systems and keyboard operation.