About the role
Location: Worcester, MA 01653 (Hybrid – 2 days/week in office: Tuesday & Wednesday)
Duration: 4-6 Months (Contract To Hire)
- Work Schedule: Training:
Monday–Friday, 8:30 AM – 5:00 PM - Post-Training:
8:00 AM – 4:30 PM OR 9:00 AM – 5:30 PM - Shared Saturday rotation (8:30 AM – 5:00 PM, approximately two Saturdays per month)
Key Responsibilities:
- Handle incoming first notice of loss (FNOL) calls and electronically submitted claims.
- Assist claimants, insureds, agents, and other parties with claims-related inquiries.
- Gather and accurately document loss, damage, or injury information into claims systems.
- Provide professional, empathetic, and customer-focused support.
- Follow established scripts, workflows, and claims handling procedures.
- Coordinate rental reservations, appraisal assignments, towing services, and water mitigation activities.
- Initiate claim activities and ensure proper claim routing.
- Recognize coverage types and claims processing requirements.
- Arrange language interpretation and translation services when needed.
- Maintain accurate claim documentation and records.
Required Qualifications:
- High School Diploma or equivalent required.
- 6 months to 1 year of call center and/or office experience.
- Strong customer service, communication, and problem-solving skills.
- Ability to work in a fast-paced, metrics-driven environment.
- Proficiency with Microsoft Office (Word, Excel, Outlook, Teams, SharePoint).
- Comfortable multitasking across multiple applications and dual-screen environments.
- Strong attention to detail and organizational skills.
- Ability to handle difficult conversations with empathy and professionalism.
Preferred Qualifications:
- Associate’s Degree (completed or in progress).
- 1–3 years of experience in customer service, hospitality, financial services, or related industries.
- Previous insurance, claims, or troubleshooting experience.
Key Competencies:
- Customer-focused with strong empathy and patience.
- Positive, professional, and energetic attitude.
- Ability to adapt to changing priorities and processes.
- Team-oriented with strong collaboration skills.
- Self-motivated and resourceful.
- Ability to meet performance metrics and training milestones.
Physical Requirements:
- Ability to sit and/or stand for extended periods (75–90% of the workday).
- Regular use of a computer, telephone, and standard office equipment
Applicant Notices & Disclaimers
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.
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