Claims Service Representative at National Truck Protection – Winston Salem, North Carolina

National Truck Protection

The Claims Service Representative (CSR) is an entry-level claims position which reports to the

Claims Team Manager. The CSR is responsible for leading phone and email communications

with customers, creating claim records within the claims handling system, assigning claims to

other claims team members, and handling low complexity claims arising from medium and

heavy-duty commercial vehicle breakdowns submitted under commercial vehicle warranties.

Supervisory Responsibilities:

• None.

Duties & Responsibilities:

• Serves as the primary contact for customers reporting commercial vehicle warranty claims by phone or email.
• Creates accurate and complete claim records in the claims handling system.
• Explains the claims process to customers, answers inquiries, and provides status updates throughout the claim’s lifecycle.
• Assigns claims to appropriate team members based on type, complexity, and workload.
• Reviews repair facility diagnostic reports and repairs estimates for accuracy and validity of recommended repairs.
• Evaluates claims for coverage under warranty terms and obtains necessary approvals for repair authorization.
• Processes low-complexity claims efficiently from first report to payment in accordance with company guidelines.
• Maintains organized claim documentation and ensures timely follow-up on all open claims.
• Delivers outstanding customer service by actively listening to customer needs, addressing concerns, and resolving complaints in a calm, professional manner.
• Communicates clearly and courteously with customers, repair facilities, and internal team members to ensure timely claim resolution.
• Promotes a positive company image by upholding professionalism, accuracy, and responsiveness in all interactions.
• Collaborates with other members of the claims team to support overall departmental goals and workload balance.
• Participates in team meetings and ongoing training to enhance claims knowledge and customer service skills.
• Performs other duties as assigned.

Required Skills & Abilities:

• A strong desire to meet customer needs and deliver exceptional customer experiences,

and an ability to actively listen and calmly resolve customer concerns or complaints.

• Excellent verbal and written communication skills.
• Ability to work well with others and support the mutual success of a team.
• Fluency in Spanish or French is preferred.

Education & Experience:

• High school diploma or equivalent required; Associates degree or higher, or trade/technical school desirable.
• At least 1 year of experience handling commercial vehicle claims for a property and casualty insurance company, or warranty company, or 1-2 years of experience working in a customer call center environment, or other customer service-related job.

Physical Requirements:

• Prolonged periods of sitting and working on a computer.
• Manual dexterity to operate standard office equipment (keyboard, phone, calculator).
• Visual acuity to read detailed claim files, emails, and digital documents.
• Ability to communicate clearly via phone and email.
• Occasional standing, walking, and reaching for files or office materials.
• Work is primarily performed in an office environment with moderate noise levels.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.