Claims Experience Specialist - Richmond, VA

Faye is looking for a Claims Experience Specialist to join our fast-growing team as we take over the travel industry. This key role will ensure we are delivering a customer-first, best-in-class claims service to our valued customers and will be pivotal in setting the bar for standard and excellence in the travel space. 

We work in a fun, collaborative, and entrepreneurial environment and are looking for a proactive, accountable claims expert focused on continuous learning and growth to push themselves and our team forward. If you’re process-driven, passionate about the travel space and keen to make an impact, then this is the role for you! This position is hybrid to our office in Richmond, Va.

• Be customer obsessed and set the highest bar for claims service in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, accuracy, proactivity and positivity. 
• Handle claims arising from travel insurance products
• Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
• Provide real-time support related to travel inquiries & emergency events. 
• Collect & monitor travel intelligence information.
• Interact with travel & medical providers. 
• Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
• Efficiently handle customer complaints with empathy, knowledge and understanding.
• Complete customer requests in a friendly, professional and timely manner.
• Work collaboratively across teams and departments to help solve any matter at hand.

• Excellent verbal & written communications skills
• Strong analytical skills 
• Ability to display great time management and prioritize workload while remaining organized and efficient
• Proven experience in claims, assistance or comparable roles 
• A medical and/or travel background - a plus
• Ability to work in shifts - day/evening primarily