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 Claims Care Center Representative (Hybrid) — American Family Insurance
Handle customer inquiries about new and existing claims by phone and through digital channels. Review coverage, process payments, and support low-complexity claims.
Description
- Respond to customers about new and existing claims by phone and digitally
- Address customers’ immediate needs
- Review coverage and apply it to claims
- Arrange services for claims
- Explain estimates and adjuster notes
- Process claim payments
- Organize work, manage time, follow schedules, and service customer claims
- Handle inbound and outbound calls and digital conversations
- Support work across multiple business lines
- Work independently and resolve problems
- Gather accurate information to process claims and meet business goals
- Serve internal and external customers and business partners
- Use claim systems and other applications to complete tasks
- Manage claim inventory and help adjusting teams handle low-complexity claims
Requirements
- Experience delivering customer-focused solutions, support, or service
- Experience reviewing coverage, arranging services, interpreting estimates and adjuster notes, and processing payments
- Ability to work independently and solve problems
- Experience handling customer interactions by inbound and outbound phone calls and digital channels
- Live within daily commuting distance of a listed office, such as within 50 miles
- Ability to use claim systems and other applications needed for the role
- Willingness to travel up to 10%
- Employment offer depends on applicable background checks
- Employment offer depends on signing a non-disclosure agreement
- Visa sponsorship is unavailable unless the posting specifically states otherwise
Benefits
- Relocation assistance for eligible candidates
- Medical, dental, vision, and wellbeing coverage
- Employer 401(k) contribution
- Pension plan
- Annual incentive
- Nine paid holidays
- Paid time off, accruing at 23 days annually for full-time employees
- Student loan repayment program
- Paid family leave
- Work primarily from home
- New employee orientation and support for building workplace relationships