Claims Specialist - Trust & Safety

About the role

Iron Mountain, a global provider of records and information management, digital transformation services, data centers, asset lifecycle management and fine art storage, is looking for a motivated, service-oriented claims specialist to join its Trust & Safety team in Bogotá. The role manages customer claims, resolves complex cases and ensures end-to-end service excellence and compliance.

Key responsibilities

• Support customers throughout the claims process and handle monetary compensation escalations by phone or email
• Investigate and evaluate damage/lost item and issue claims, providing accurate claim settlements
• Resolve issue claims balancing profitability, risk mitigation and the customer experience
• Monitor social media, moderate comments and support customers on platforms such as Yelp, Twitter, Instagram, Google Business Profile, BBB, Consumer Affairs and T.P. & Group
• Mitigate risk through inbound call transfers from the Customer Experience Team
• Own personal claims and ticket CSAT performance to support team KPIs and SLA adherence

Required profile

• Bachelor's or Associate's degree
• At least 1 year of experience in claims or trust & safety
• Availability to work on weekends
• Fluency in English, with strong written and verbal communication skills
• Experience or understanding of working with a remote, distributed team

What we offer

• Hybrid teleworking model with occasional in-office presence
• Competitive total rewards package covering career, family, well-being, financial security and retirement
• Professional growth opportunities and career development
• Technology equipment and accessories for assigned tasks