Claims Representative

Role Overview

• Investigating and resolving auto physical damage and property damage claims in a timely and efficient manner
• Providing exceptional customer service in a team environment
• Handling a high volume of calls and making regular contact with customers on multiple platforms
• Collaborating cohesively with other team members to achieve department goals
• Thoroughly verifying and explaining coverage to Policyholders, setting clear expectations on the claims process
• Setting reserves for anticipated losses, arranging vehicle inspections and rental authorizations, and makes referrals to specialty teams as warranted
• Serving as the primary customer contact and coordinating with other departments; researching and timely responding to customer inquiries and/or concerns with empathy to ensure customer satisfaction and retention
• Demonstrating the ability to resolve claims in a timely and accurate manner
• Continuously monitoring progress and exposures, issuing accurate and timely payments
• Investigating and evaluating claims by conducting interviews, reviewing documentation, and gathering evidence
• Documenting interactions, conversations, and activities related to claims in a clear and concise manner using company systems and tools
• Identifying and escalating files with more significant indemnity exposure or attorney representation to their supervisor for review, transfer, or further investigation

Requirements

• High School Diploma or GED
• You may be required to obtain a Company sponsored Adjuster’s license to handle claims, to be secured upon hire
• Customer service experience required
• 6-12 months of related experience preferred
• Experience with handling high call volume in a professional call center preferred
• Solid comprehension of basic principles and practices of Company policies upon completion of a formal and informal training program
• Ability to multi-task in a fast-paced environment, prioritize responsibilities, and deliver accurate work-product to expedite claims resolution and manage a high volume of claims
• Has a passion for serving customers in their time of need
• Possesses effective written and verbal communication skills to professionally represent the Company in multi-channel correspondence with Policyholders, agents, claimants, and other insurance carriers
• Independently makes high-quality claims adjusting decisions
• Collaborates well with others
• Ability to build rapport utilizing emotional intelligence
• Views conflict resolution as an opportunity
• Has self-motivation and accountability while working remotely
• Demonstrated proficiency with MS Office products (Outlook, Word) and claims related software
• Must have dedicated workspace that is free from distractions
• Demonstrates intellectual curiosity by seeking out efficiencies through process improvement or technology preferred
• Takes ownership of any process they can improve
• Assumes positive intent in all interactions
• Seeks growth within and beyond this role

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more