Phone-First Claims Assistant – Insurance Claims Firm (US Eastern Hours)

HOURS: 9:00 AM – 5:00 PM US Eastern, Monday–Friday (10:00 PM – 6:00 AM Philippine time)

ABOUT US
Accurate Insurance Consulting, a Cóir Risk Advisory company, is a licensed public adjusting firm. We represent homeowners and businesses in property insurance claims against their insurance companies in Virginia, Maryland, DC, Delaware, New Jersey and West Virginia. We're a small, tight team, and this role will be the voice of our office.

THE ROLE
Phones come first. You'll handle our calls with insurance carriers, clients and contractors, and between calls you'll support our claims team. Some carrier calls take five minutes and some sit on hold for an hour, so patience and persistence matter more than speed.

PHONE RESPONSIBILITIES

• Call insurance carriers for claim status, adjuster contact details, payment status and document requests
• Help file new claims with carriers by phone
• Answer and return client calls: updates, collecting documents and signatures, scheduling
• Coordinate inspection dates with contractors and carrier adjusters
• Answer incoming calls on our GoTo phone system and transfer calls to our licensed adjuster when needed

CLAIMS SUPPORT BETWEEN CALLS

• Log every call in our claims software (ClaimWizard), with clear, accurate notes
• Follow up on outstanding documents from clients and carriers
• Manage inspection and appointment scheduling
• Prepare file notes and summaries for the adjuster

IMPORTANT: This is an administrative role. You will not negotiate claims, interpret insurance policies or give advice to clients. Those go to our licensed adjuster, and knowing when to hand a call off is part of the job.

REQUIREMENTS

• Excellent spoken English with clear pronunciation. US callers must understand you easily.
• At least 1 year of phone-based work with US callers (call center, customer service, insurance or medical offices preferred)
• Comfortable making outbound calls and holding firm, politely, with large companies
• Strong written English for call notes
• Reliable high-speed internet, a quality USB headset and backup power/internet for brownouts
• Available for the full US Eastern shift

NICE TO HAVE

• US insurance experience, especially property claims
• Experience with ClaimWizard, GoTo or similar CRM/phone systems

HOW TO APPLY
1. Put "Carrier Call" in your subject line. Applications without it won't be reviewed.
2. Attach a voice recording (1–2 minutes) of yourself introducing yourself, then reading this as if calling an insurance company:
"Good afternoon, my name is [your name], calling from Accurate Insurance Consulting on behalf of our client. I'm following up on the status of their claim and would like to confirm whether the adjuster has received the documents we sent last week."
3. Tell us about a difficult phone call you handled and how it ended.