Operations Shared Services Specialist- Remote

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CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the leading personal lines property and casualty insurance groups in the United States. Here, every employee shapes our mission. We build innovative, human-centered solutions that help AAA members prevent, prepare for, and recover from life's uncertainties. You will join a collaborative, inclusive culture where your strengths have room to grow and your ideas can drive real impact. Step into a role where you can contribute to our shared success through meaningful work.

Your Role: Support CSAA customers by providing information on policy and coverage. Respond to inquiries on existing claims as well as take first notice of loss on newly filed claims.

Your Work: Communicate with customers via phone, email, text or chat. Assist customers with insurance claims by taking the initial report of a claim for auto and home. Check the status of existing claims for customers and provide update. Answer questions about the claim process. Assists with customer policy changes. Assist customers in resolving issues or concerns related to new and existing claims within scope of role. Match the policyholder with a claim's adjuster, who will determine the fault and the amount of settlement. Provide adjuster’s name and contact information and set expectations for follow-up timing. Fulfills business needs, cross train for other initiatives. All insurance operations handling within expertise and in accordance with business needs. Document all claim activity accurately and timely in claims systems. Comply with state insurance regulations, internal policies, and audit requirements. Protect customer privacy and confidential information (PII). Adhere to Fair Claims Practices, standards, and service-level agreements (SLAs). Provide information about CSAA insurance products and services. Willingness to learn new skills

Work flexibility: Must be able to work during the operating hours of 5:30 a.m. to 12 a.m. PST, which may include evenings and/or weekends after training is concluded. Training is Monday-Friday from 8:00 a.m. - 5:00 p.m. Pacific Time. Willing to adjust hours (expand or contract as needed). This position is a part-time role with a minimum of 20 hours per week.

Required Experience, Education and Skills

• 2 years of customer service experience in a fast-paced setting
• 2 years of claims experience in Property and Casualty industry
• High School Diploma/GED or 2 years experience in a customer facing virtual environment using internet, phone and chat features
• Empathy, Adaptability, Time Management, Organization
• Communication and problem-solving skills are essential to this role
• De-escalation and conflict resolution skills
• Professional judgment and decision-making within guidelines
• Resilience in high-volume or emotionally charged situations
• If working in a remote setting, capability to meet CSAA work from home requirements of an ergonomically correct workspace and home internet with Internet connection speeds must be greater than or equal to 10 megabytes per second (Mbps) for upload and 20 Mbps for download
• Outstanding interpersonal skills
• Strong computer navigation abilities, able to handle multiple systems and screens at one time
• Ability to handle several tasks simultaneously while completing assigned tasks in required timeframes
• Shows respect for differences through excellent communication skills with people from an array of backgrounds
• Lives CSAA cultural norms (e.g., willing to have cameras when it matters: helping onboard new team members, building relationships, etc.)

What would make us excited about you?

• Bachelor Degree
• Bilingual is a plus
• Knowledge of the insurance industry and regulations
• Active adjuster license in designated states preferred but not required

Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska.

Why Choose a Career at CSAA IG?

At CSAA IG, we are a mission-driven organization proudly committed to empowering our members, our employees, and our communities to thrive.

Recognition: We offer a total compensation package, annual bonus eligibility for most roles, 401(k) with a company match, and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at https://careers.csaainsurance.aaa.com/us/en/benefits.

Career Growth: We believe in growth for everyone. Here at CSAA IG, leaders and mentors partner with employees to align interests, unlock development opportunities, and support long‑term success.

Flexible Workplace: We embrace a remote-first culture through our Flexible Workplace. Most employees hold Home-Flex roles, working primarily from home, often with the flexibility to work from various locations including CSAA offices. Our flexible workplace empowers you to balance remote work with intentional in‑person moments that deepen connection and collaboration.

Inclusion and Belonging: An inclusive and welcoming workplace is the cornerstone of our success. By fostering an environment where people feel valued and heard, we deepen our ability to understand and meet the unique needs of our members. This strengthens innovation and enhances our products and services, giving us a competitive edge in the market.

Sustainability: As climate change leads to more frequent and severe weather events, we are taking bold action to build more resilient communities and reduce our environmental impact. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don’t miss important updates from us.

CSAA is committed to providing reasonable accommodations to qualified applicants and employees with disabilities or other limitations. If you would like to request an accommodation to participate in the job application or interview process, please contact TalentAcquisition@csaa.com

If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education.

CSAA does not provide visa sponsorship for this role. Applicants must have authorization to work indefinitely in the US. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

CSAA Insurance Group is an equal opportunity employer.

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