As an Associate Care Center Rep, you’ll be the first point of contact for customers reporting a new loss or calling with questions on an existing claim. You’ll deliver an empathetic, easy-to-understand experience while gathering accurate details, setting clear expectations, and coordinating next steps across Property, Auto, and Specialty claims. This role blends customer advocacy, strong communication, and attention to detail in a fast-paced, multi-channel environment (phone and digital).
Position Compensation Range:
$25.00 - $31.88
Pay Rate Type:
Hourly
Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
- Serve as the first point of contact for customers reporting a new loss or calling on an existing claim, delivering an empathetic, clear, and low-effort experience across Property, Auto, and Specialty claims via phone and digital channels.
- Gather, verify, and document complete loss details using strong listening and investigative questioning; maintain accurate claim file notes and data quality to support timely decisions and minimize rework.
- Review claim information and coverage guidance (e.g., prior activity, adjuster notes, estimates) to take appropriate next actions within authority.
- Set expectations and guide customers through next steps—timelines, required documentation, and available resources—while proactively following up on commitments and escalations.
- Manage assigned claim tasks and/or low-complexity inventory, prioritizing work by customer impact, severity, and deadlines while balancing schedule adherence, productivity, and quality/compliance standards.
- Partner effectively with adjusting teams and cross-functional internal stakeholders (e.g., agencies, underwriting, billing) to resolve issues, remove barriers, and improve the end-to-end customer experience.
- Utilize systems and related applications efficiently and accurately, safeguarding confidential information and adhering to all policies, procedures, and regulatory requirements.
- Demonstrate independent judgment, continuous learning, and a problem-solving mindset; identify opportunities to simplify processes and enhance the customer experience.
Specialized Knowledge & Skills Requirements
- Proficiency handling work via phone, outbound follow-ups, and digital channels, adapting tone and clarity by channel.
- Strong organization skills: ability to prioritize, manage a queue/inventory, and meet deadlines with high quality.
Preferred Qualifications
- Demonstrated success in customer-facing roles where you handled sensitive situations, de-escalated concerns, and built trust through clear communication and follow-through.
- Ability to listen actively, ask purposeful questions, and document accurately while navigating multiple systems in a fast-paced environment.
- Comfort making decisions within guidelines and authority, including applying coverage direction, interpreting documentation (notes/estimates), and taking appropriate next actions.
- Strong problem-solving and ownership mindset: you take accountability, remove obstacles, and know when/how to escalate for the best customer outcome.
- Experience supporting customers through complex or emotional events (loss, financial stress, urgent repairs) with empathy and professionalism.
Location
While this position is primarily work from home, you would need to live near one of our talent areas (within 80 miles) listed to be able to travel to the office for in person meetings and events.
These areas are located in: Madison, WI; Denver, CO; Minneapolis, MN; Keene, NH; St. Joseph, MO; Phoenix, AZ; Atlanta, GA
Travel Requirements • Up to 10%.
Physical Requirements • Work that primarily involves sitting/standing.
Additional Information
Offer to selected candidate will be made contingent on the results of applicable background checks
Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
Sponsorship will not be considered for this position unless specified in the posting
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.
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