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Job Overview
Location
Remote
Job Type
Full-time
Category
Operations
Date Posted
October 3, 2025
Full Job Description
đź“‹ Description
- • Own the end-to-end lifecycle of customer claims from first notice of loss through resolution, ensuring every policyholder experiences a frictionless, empathetic journey that reinforces Fresh Prints’ reputation for world-class service.
- • Serve as the primary point of contact for claimants, brokers, and internal stakeholders, fielding 40–60 inbound/outbound touchpoints daily via email, chat, phone, and ticketing systems while maintaining an average first-response time under 30 minutes and a CSAT score above 90 %.
- • Investigate, triage, and validate claim documentation—policies, receipts, photos, police reports, medical records—using internal CRM and third-party verification tools, flagging inconsistencies and escalating potential fraud to the Compliance & Risk team within 24 hours.
- • Calculate and process indemnity payments, recoveries, and reserve adjustments in accordance with policy terms, jurisdictional regulations, and company guidelines, achieving 99 % accuracy on all financial transactions and ensuring zero over- or under-payments.
- • Coordinate with external vendors—adjusters, repair shops, medical providers, legal counsel—to schedule inspections, obtain estimates, and negotiate settlements, driving an average cycle-time reduction of 15 % quarter-over-quarter.
- • Build and maintain a centralized knowledge base of claim precedents, regulatory updates, and process improvements, authoring 2–3 SOPs or FAQ articles monthly that empower teammates to resolve issues faster and onboard new hires in half the time.
- • Generate daily, weekly, and monthly dashboards in Google Sheets, Looker, or Tableau to track KPIs such as closure rate, average cost per claim, leakage, and NPS; present insights to senior leadership and recommend data-driven optimizations that save the company $50K+ annually.
- • Champion a culture of continuous improvement by participating in weekly Kaizen sessions, A/B testing new communication templates, and piloting automation tools (Zapier, Zendesk macros, AI triage bots) that reduce manual touchpoints by 20 %.
- • Collaborate cross-functionally with Product, Engineering, and Customer Success to surface claim-related pain points, translating frontline feedback into actionable user stories that shape the next generation of our digital claims platform.
- • Uphold strict confidentiality and data-security standards (GDPR, HIPAA, SOC 2), completing quarterly compliance training and conducting random file audits to ensure 100 % adherence to internal controls and external regulations.
- • Mentor junior associates and offshore contractors, delivering weekly coaching sessions and monthly performance reviews that elevate team-wide quality scores and shrink ramp-up time from 6 weeks to 4 weeks.
- • Contribute to ad-hoc strategic projects—market expansion research, catastrophe response planning, customer education webinars—that position Frontier as the go-to partner for high-growth companies seeking scalable claims operations.
🎯 Requirements
- • 1–3 years of hands-on experience in P&C, health, or travel claims handling within a high-volume, customer-centric environment (BPO, insurtech, or carrier).
- • Proficiency in CRM platforms (Zendesk, Salesforce Service Cloud) and G-Suite; comfort with SQL, Excel pivot tables, or BI tools for data analysis.
- • Demonstrated ability to manage 40+ open claims simultaneously while maintaining sub-1 % error rates on financial transactions.
- • Exceptional written and verbal English communication skills; multilingual fluency (Spanish, French, or Tagalog) is a strong plus.
🏖️ Benefits
- • Fully remote, asynchronous culture with flexible hours and a results-only work environment—work from anywhere with a stable internet connection.
- • Competitive base salary plus quarterly performance bonuses tied to KPI achievements.
- • Annual professional development stipend of $1,000 for certifications (AIC, CPCU), courses, or conferences.
- • Comprehensive health insurance (medical, dental, vision) and a monthly wellness allowance for gym memberships or mental-health apps.
Skills & Technologies
Junior
Remote
About Fresh Prints Inc.
Fresh Prints Inc. is a New York-based custom apparel company that creates and distributes branded clothing for universities, businesses, and organizations across the United States. Founded in 2010, the company operates a network of campus ambassadors and sales representatives to facilitate bulk orders of screen-printed and embroidered items such as T-shirts, hoodies, and polos. Its proprietary technology platform streamlines the design, pricing, and fulfillment process, allowing clients to create and order custom merchandise efficiently while maintaining quality control and fast turnaround times.
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