American Family Insurance provides personal insurance coverage for homes, vehicles, life, and other protection needs. Founded in 1927 and headquartered in Madison, Wisconsin, the company serves more than 12 million customers and combines insurance expertise with digital tools such as the MyAmFam app, where customers can manage policies, pay bills, and file claims. Its business spans insurance, finance, and consumer services, with a focus on customer support, responsible business practices, and community involvement.
Associate Bilingual Claims Representative (Hybrid)
Handle customer claims through phone and digital channels, including coverage reviews, payments, and first notice of loss (FNOL). Support American Family Insurance customers and help manage low-complexity claims across multiple lines of business.
Description
- Handle phone and digital interactions for new and existing claims
- Address customers’ immediate needs
- Review coverage and apply it to claims
- Assign services as needed
- Interpret estimates and adjuster notes
- Process claim payments
- Manage time, follow schedules, and service claims, including first notices of loss (FNOLs)
- Respond to inbound and outbound calls and digital inquiries
- Complete FNOL and cross-functional duties across multiple lines of business
- Gather information to process claims and support business goals
- Assist internal and external customers and business partners
- Use claim systems and other applications to complete job tasks
- Maintain claim inventory and help adjusting teams manage low-complexity claims as needed
Requirements
- Fluent in English and Spanish
- Experience providing customer-focused solutions, support, or service
- Ability to review and apply coverage, assign services, interpret estimates and adjuster notes, and process payments
- Ability to work independently and solve problems
- Experience handling inbound and outbound calls and digital interactions
- Pass assessments demonstrating fluent reading, comprehension, writing, and speaking in both Spanish and English
- Live within daily commuting distance of one of the listed offices, for example, within 50 miles
- Any offer is contingent on applicable background checks
- Any offer is contingent on signing a nondisclosure agreement
- Sponsorship is not available unless the posting specifies otherwise
- Willingness to travel up to 10%
Benefits
- Medical, dental, vision, and wellbeing benefits
- 401(k) contribution
- Pension plan
- Annual incentive
- Nine paid holidays
- Paid time off, accruing 23 days annually for full-time employees
- Student loan repayment program
- Paid family leave
- Primarily home-based work
- Relocation support for eligible candidates