Associate Claims Care Center Representative

American Family Insurance is seeking an Associate Claims Care Center Representative who will be the first point of contact for customers reporting claims. This role involves delivering empathetic customer service while gathering accurate details and coordinating next steps across various claims.ResponsibilitiesServe 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 channelsGather, 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 reworkReview claim information and coverage guidance (e.g., prior activity, adjuster notes, estimates) to take appropriate next actions within authoritySet expectations and guide customers through next steps—timelines, required documentation, and available resources—while proactively following up on commitments and escalationsManage assigned claim tasks and/or low-complexity inventory, prioritizing work by customer impact, severity, and deadlines while balancing schedule adherence, productivity, and quality/compliance standardsPartner 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 experienceUtilize systems and related applications efficiently and accurately, safeguarding confidential information and adhering to all policies, procedures, and regulatory requirementsDemonstrate independent judgment, continuous learning, and a problem-solving mindset; identify opportunities to simplify processes and enhance the customer experienceSkillsProficiency handling work via phone, outbound follow-ups, and digital channels, adapting tone and clarity by channelStrong organization skills: ability to prioritize, manage a queue/inventory, and meet deadlines with high qualityDemonstrated success in customer-facing roles where you handled sensitive situations, de-escalated concerns, and built trust through clear communication and follow-throughAbility to listen actively, ask purposeful questions, and document accurately while navigating multiple systems in a fast-paced environmentComfort making decisions within guidelines and authority, including applying coverage direction, interpreting documentation (notes/estimates), and taking appropriate next actionsStrong problem-solving and ownership mindset: you take accountability, remove obstacles, and know when/how to escalate for the best customer outcomeExperience supporting customers through complex or emotional events (loss, financial stress, urgent repairs) with empathy and professionalismBenefitsComprehensive medical, dental, vision and wellbeing benefitsCompetitive 401(k) contributionPension planAnnual incentive9 paid holidaysPaid time off program (23 days accrued annually for full-time employees)Student loan repayment programPaid-family leaveCompany OverviewFor more than 90 years, American Family Insurance has built its reputation on sound principles. It was founded in 2013, and is headquartered in Madison, Wisconsin, USA, with a workforce of 10001+ employees. Its website is http://amfamventures.com/.