Claims Coordinator

About Proper Insurance®

Position Overview

The Claims Coordinator provides operational support to the Claims department by handling first notice of loss (FNOL), managing inbound communications on existing claims, and executing administrative and project work assigned by Claims Management. This role is critical to file setup quality, call handling consistency, and overall workflow efficiency.

Key Responsibilities

1. FNOL Intake & File Setup

• Receive and document FNOL via phone, email, or system intake.

• Accurately capture all required loss and policy information in the claims system at first touch.

• Initiate claim files with correct coding, coverage line, and assignment routing.

• Identify incomplete or unclear information and proactively follow up.

• Performance focus: Accuracy of data entry, timeliness of claim setup, low rework/error rate.

2. Call Handling & General Inquiry Management

• Answer inbound calls on existing claims and route to the appropriate handler when needed.

• Provide basic status updates using the claim file and standard scripting/guidance.

• De-escalate routine service frustrations and set clear expectations for next steps.

• Escalate coverage, authority, or complaint-level issues to the Claims Specialist or Manager.

• Performance focus: Low call volume rollover to answering service, call quality, first-contact resolution on routine inquiries.

3. Project & Process Support

Execute department projects assigned by management (e.g., A/P support, data validation, bulk outreach, template updates, Whale maintenance).

• Provide accurate data pulls or lists as requested.

• Identify recurring issues or bottlenecks and raise them to management with clear examples.

• Performance focus: Reliability on project work, minimal supervision required, quality of output.

• Key Performance Indicators (KPIs)

• FNOL data accuracy rate.

• Average time from FNOL receipt to file setup/assignment.

• Call handling metrics (ASA, abandonment, call quality audits).

• Percentage of files with complete intake documentation at first setup.

• Timely completion rate on assigned projects/tasks.

Required Competencies

• Attention to Detail: Maintains high accuracy in data entry and documentation.

• Service Orientation: Handles distressed or confused callers calmly and professionally.

• Time Management: Prioritizes calls, tasks, and projects without excessive oversight.

• Collaboration: Works effectively with Claims Specialists and Managers; communicates handoffs clearly.

• Systems Proficiency: Learns and uses the claims platform and office tools effectively.

Other Duties as Assigned: This job description reflects the primary responsibilities of the role; however, the Company reserves the right to assign additional or different duties as business needs evolve. Such assignments will be reasonably related to the employee’s role, skills, and experience

The expected salary range for this position is $24 to $28 hourly and will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HAS and 401(k) accounts, paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays. In addition, eligible annual bonuses, equity and commissions may be available for some positions.  

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HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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