The hiring landscape in the claims and collections industry is changing fast. From evolving expectations around work-life balance to the integration of AI into the hiring process, companies are rethinking how they attract and retain talent. For hiring professionals and team leaders in claims and subrogation, staying ahead of these shifts is essential.
Here are four hiring trends that are shaping the future of the industry, along with insight on how forward-thinking companies are adjusting their approach to build stronger, more empathetic teams.
Prioritizing Soft Skills in a People-First Industry
Technical experience will always matter in claims and collections, but the demand for strong soft skills is only growing. In an industry where conversations can be sensitive and outcomes emotionally charged, the ability to communicate clearly, remain adaptable, and stay motivated (especially in remote settings) is crucial. Many employers are looking for candidates who bring emotional intelligence, problem-solving capabilities, and an empathetic communication style to the table. These traits not only improve the quality of client interactions but also foster stronger internal collaboration.
Offering Flexible, Remote, or Hybrid Roles
In the post-pandemic workforce, flexibility is no longer a bonus; it’s a baseline expectation. Many professionals in the claims and collections space are looking for roles that fit their lives, not the other way around. Companies that offer hybrid or fully remote roles can tap into a broader, more diverse talent pool, often gaining access to candidates they wouldn’t have reached otherwise. While several organizations have enforced return-to-office policies, those maintaining flexibility are more likely to attract and retain top talent. Flexibility also reflects a broader culture of trust and respect, something employees increasingly seek when choosing where to work.
Implementing AI in Hiring and Daily Operations
AI is beginning to play a dual role in hiring: both as a tool for employers and a skillset for candidates. From resume scanning to initial screening processes, many companies are leveraging AI to streamline hiring and reduce bias. Beyond recruitment, AI tools are becoming common in day-to-day operations, especially in areas such as claims processing, fraud detection, and data analysis. As a result, candidates with experience using AI-powered platforms have an edge. The ability to work alongside AI and not compete with it is quickly becoming a valuable trait in many claims roles.
Investing in Retention and Development
Turnover is expensive. Instead of focusing solely on filling open positions, more employers are shifting their energy toward keeping the right people on board. That means prioritizing internal growth, mentorship, and continuing education. Whether it’s through cross-training, certifications, or leadership development programs, companies are investing in long-term team success. This not only improves employee satisfaction but also strengthens company culture and reduces the costly cycle of re-hiring. Employees working in claims and collections benefit from environments that actively support their personal and professional development. Organizations that offer clear paths to advancement are more likely to foster loyalty and high performance.
Collections with Integrity and Opportunities to Grow
Hiring trends may shift, but one thing remains constant in the claims and collections industry: integrity matters. From interacting with clients to training new team members, treating people with respect sets the foundation for lasting success. At Viking Client Services, claims and collections are handled with empathy, professionalism, and a deep respect for every person involved. If you’re interested in joining a team that puts people first, explore our current openings to see if something might be the right fit for you.