Commercial Lines Claims Intake Specialist

Job Description

Job Description

Description:

Founded in 1890, Mountcastle Insurance is an independent, full-service agency serving the Triad region of North Carolina. We offer personal lines, commercial, and employee benefits coverage, and are proud to be a Keystone member agency. Our team is guided by core values of Integrity, Respect, Growth-Orientation, Enthusiasm, Initiative, and Excellence, and we're looking for someone who brings the same energy to how they treat clients and teammates alike.

The Claims Intake Specialist serves as the first point of contact for clients reporting a loss, guiding them through the claims reporting process with clarity and compassion during what is often a stressful time. This role is responsible for accurately capturing claim details, coordinating with carriers, and ensuring clients feel supported from the moment they report an incident. This is an entry-level position, ideal for someone looking to build a career in the insurance industry.

• Serve as the initial point of contact for clients reporting new claims, via phone, email, or online portal
• Gather and accurately document all relevant claim information, including policy details, loss description, and involved parties
• Enter claims into the agency management system and route to the appropriate carrier promptly
• Communicate next steps and expectations clearly to clients throughout the intake process
• Coordinate with carrier claims representatives to confirm claim receipt and status
• Maintain organized, accurate claim records and follow up on outstanding documentation
• Provide empathetic, professional service to clients navigating a difficult experience
• Escalate complex or high-priority claims to the Commercial Lines Claims Consultant
• Support the broader service team with administrative tasks related to claims handling as needed

• High school diploma or equivalent required; associate's or bachelor's degree a plus
• Strong verbal and written communication skills, with the ability to explain processes clearly to clients
• Excellent attention to detail and organizational skills
• Comfortable working in a fast-paced environment and managing multiple claims at once
• Proficiency with Microsoft Office and general computer systems; ability to learn agency management software
• A calm, patient, and empathetic demeanor, especially when working with clients during stressful situations
• North Carolina Property & Casualty insurance license preferred, but not required; willingness to obtain licensing within a defined period may be required
• Prior customer service experience is a plus but not required