FNOL Specialist - Team Lead

Overview

CITON Claims Solutions,stands out as a leading provider of claim management and administration services tailored specifically for insurance companies. We pride ourselves on delivering efficient and innovative solutions that cater to the unique needs of each client. Our dedicated team of experts, equipped with cutting-edge technology, ensures seamless processes, accurate assessments, and prompt resolutions, providing unparalleled value and peace of mind to our clients.

CITON Claims Solutions is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.

Be the voice that policyholders trust when it matters most. As a Claim Intake Specialist, Team Lead
, you’ll be the first point of contact for customers reporting a claim, delivering fast, accurate, and empathetic support during their time of need. You’ll handle inbound calls, process claim information across multiple systems, and coordinate closely with adjusters, agents, and internal teams to ensure a seamless claims experience.

This role blends customer service, claims intake, and administrative expertise in an energetic, high-volume environment. It’s an ideal opportunity for proactive, detail-oriented professionals eager to grow in the insurance operations field while making a meaningful impact every day.

• Serve as the first point of contact for policyholders reporting losses, providing compassionate guidance from first notice through claim setup.
• Manage 40–60 inbound calls per shift while working across multiple systems (claims platform, CRM, Outlook, and document routing tools).
• Assist Claims Intake Specialists, collaborate with management to assign tasks, review work, track performance, and refine processes.
• Accurately input and route claim data, process incoming mail and portal documents, and generate acknowledgment letters.
• Coordinate with field adjusters, underwriting, and third-party administrators to close information gaps and address urgent matters in real time.
• Maintain a calm, professional tone in every customer interaction, fostering trust and long-term relationships.
• Stay flexible and cross-train across business lines; including Credit Protection, Debt Cancellation, Property, and Specialty products.
• Support variable scheduling, including occasional early, late, or weekend shifts, and assist other teams during peak periods.

• Education: High school diploma or GED required; associate or bachelor’s degree preferred.
• Experience: 2+ years in claims, call center, or customer service (FNOL experience highly preferred). Prior manager or team lead experience a plus.
• Technical
  
  Skills:
  
  Comfortable operating within multiple systems simultaneously (e.g., Guidewire, Duck Creek, Salesforce, Outlook).
• Communication: Exceptional verbal and written communication skills with the ability to show empathy and clarity under pressure.
• Problem-Solving :
  Strong critical thinking and initiative, able to identify issues and act independently.
• Knowledge: Familiarity with insurance terminology, and experience with Debt Cancellation, GAP, or Specialty claims preferred.
• Plus: Bilingual (Spanish) candidates are encouraged to apply.

• Collaborative Environment: Onsite position in a supportive, fast-paced setting where teamwork and results drive success.
• Competitive Pay: Base compensation with performance-based bonuses.
• Growth & Mentorship: Access to professional development resources, leadership support, and career advancement pathways.
• Comprehensive Benefits: Medical, dental, vision, matching 401(k), paid time off, paid holidays, and more..

Apply Now and Become a Key Player in Our Success Story!

While performing general duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening, and reading, being able to lift light objects (