Account Manager

Account Manager (Insurance Claims)

Phone Heavy Role: You are the main point of contact for homeowners once their insurance claim has been signed, keeping them updated and routing their questions to the right person on the team. You work inside a CRM every day to track claim status and keep every follow-up on schedule.

Job Title: Account Manager

Company: Citadel Claims Group

Location: Remote - Work From Home

Hours: 9:00 AM-5:00 PM EST

Reports To: Nick Conti, Partner

Pay: $1,600 p/mo US Dollars

Must speak and write English fluently

Long-Term, Full-Time Position

To My Future Superstar Account Manager,

Citadel Claims Group is a public adjusting company. We help homeowners stand up to insurance carriers that routinely underbid claims, leaving people without the funds they need to rebuild after a fire, flood, or other catastrophe. We have over 10 years of experience in the field, and our team today includes four active public adjusters, a claims manager, an inventory specialist, and our own estimator.

As the company continues to grow, I am looking for an extremely calm, level-headed, and customer-focused Account Manager to work directly alongside me and help our clients feel supported and informed through every step of their claim.

Behind our success is our team. I believe my employees are my greatest investment, which is why I have created a truly special place to work.

I need someone who can become an organizational brain within Citadel Claims Group. Someone who knows which clients need a follow-up, who to route each type of question to, what is happening on each active claim, and how to keep every client feeling supported and informed even when we do not have every answer yet.

This role is heavily focused on direct client communication, weekly follow-ups, routing questions to the right internal contact, coordinating between public adjusters, claims manager, and inventory specialist, working inside our CRM, and scheduling client meetings.

I am looking for someone who naturally stays calm under pressure, communicates clearly, follows up without being asked, and knows how to keep a highly emotional phone call moving toward a solution instead of spiraling.

Our clients have often just been through a fire, flood, or other catastrophe, and they are relying on us to keep them informed and supported during one of the hardest times in their lives. Staying calm, organized, and on top of every follow-up is non-negotiable.

What You'll Be Doing:

Client Communication & Follow-Up

- Be the main point of contact for clients once a field adjuster has signed their claim

- Speak directly with clients on a day-to-day basis by phone

- Run weekly follow-ups with every active client to make sure they are satisfied with the representation they are getting from us

- Give clients updates on where their claim stands, even when the update is that we are still waiting on the insurance company

- Answer client questions directly whenever the answer is available to you

- Call clients back right away once an answer comes in from the team, so nobody is left waiting and wondering

- Keep clients calm and reassured on calls where they are stressed, frustrated, or upset, and steer the conversation toward the next step

Routing Questions & Internal Coordination

- Work out which questions you can answer yourself and which ones need the claims manager or a field adjuster

- Take every question you cannot answer to our claims manager first

- If the claims manager cannot answer it, reach out to the field adjuster who is handling that claim

- Act as the buffer between clients and our field adjusters, so the adjusters can stay focused on their work in the field

- Coordinate with public adjusters, the claims manager, the inventory specialist, and the estimator to make sure every open question gets answered

- Use the team group chat to get quick answers when something is needed right away

- Learn which person on the team handles which part of a claim, and go to the right one every time

CRM & Claim Information

- Use our CRM every day to look up claim information before going to anyone on the team

- Pull up answers to common questions clients ask, such as whether our estimate is done and what it came to, and whether the inventory list is complete

- Check the CRM for the status of items like the inventory list before promising a client a date

- Keep track of which client questions are still open and who on the team is working on each one

Scheduling

- Add client meetings to the calendar when a client asks to meet with someone on the team

Must Have:

- Prior customer service, client support, or account management experience, with most of your day spent on the phone with customers

Preferred:

- Experience at a public adjusting, property adjusting, or casualty adjusting firm is strongly preferred

- Experience in insurance, claims, or another business where clients are going through a hard time is a plus

- Some experience using AI tools is a plus

Who You Are:

- Calm, level-headed, and logical when a client is stressed, frustrated, or taking their situation out on you

- Able to articulate yourself clearly and get a client a response quickly

- Patient, warm, welcoming, and friendly on the phone, leaving every client with a positive impression

- Strong follow-through: when you say you will call someone back, you call them back

- Able to keep a conversation moving toward a solution instead of letting it get stuck on the client's frustration

- Comfortable telling a client you do not have the answer yet, then going and getting it

- Organized enough to keep track of many open client questions at once and who is handling each one

- Comfortable working inside a CRM to look up information before asking the team

- Comfortable adapting to new technology in a fast-paced, fast-growing company

- Willing to grow with the company and be part of how the process improves

- Looking for a serious, long-term position

Apply through LinkedIn and we will be in touch with the next step.

Thank you,

Nick Conti

Partner, Citadel Claims Group