Claim Rep I, PD (Hybrid or Remote)

MAPFRE • Webster, MA

13d • $45,000 - $57,000 • Hybrid

About The Position

As a Claim Representative I – Auto Physical Damage, you’ll play a critical role in delivering a seamless and efficient claims experience for our customers. In this role, you will manage low-complexity, clear-liability Massachusetts first-party auto claims within a high-volume, streamlined environment. You’ll have full ownership of your claims, empowering you to drive quick resolutions while delivering exceptional service and building strong customer trust. This role offers a hybrid work arrangement, providing the flexibility to work 3 days remotely and 2 days in the office each week. Training Schedule: Monday through Friday: 8:00 a.m. – 4:30 p.m. EST. Post-Training Schedule: Monday through Friday: 8:30 a.m. – 5:00 p.m. EST. Compensation is commensurate with experience.

Requirements

• Typically 0–2 years of related experience, or an associate degree with 2–4 years of relevant experience
• Bachelor’s degree in a related field, or equivalent combination of education and relevant experience

Responsibilities

• Manage first‑party, low‑complexity Massachusetts auto claims that meet Express channel criteria (clear liability, no coverage issues, no injuries, Massachusetts-only exposure, and eligible loss causes)
• Own each assigned claim from start to finish, including proactive communication, investigation, and timely resolution
• Maintain individual accountability for voicemail management, supported by team-level backup when needed
• Apply clear expectations consistently throughout claim investigations
• Accurately document coverage verification and support fast-track appraisal processes
• Leverage AI-enabled guidance tools and predictive models to enhance efficiency and decision-making
• Achieve or exceed key performance metrics, including cycle time, customer contact expectations, tNPS, and productivity goals
• Collaborate cross-functionally with ECC, Training, Quality, Telephony, and Workforce Management (WFM) teams
• Provide service that aligns with established customer service standards and expectations
• Adhere to all internal and external claims handling guidelines and regulatory requirements
• Communicate clearly, concisely, and empathetically in all interactions, including phone and written correspondence
• Demonstrate strong system discipline by effectively managing log-ins, availability, and time tracking to meet service level expectations
• Identify customer needs and service opportunities, responding with urgency and care
• Bring empathy, professionalism, and flexibility to every customer and agent interaction
• Investigate, evaluate, and resolve low-complexity physical damage claims efficiently and accurately
• Utilize available systems and tools to effectively manage assigned claims
• Contact all relevant parties to support accurate coverage and liability determinations while identifying potential exposures
• Meet departmental quality standards and productivity expectations through effective caseload management
• Maintain timely and accurate claim diaries, meeting open and close targets
• Develop and apply knowledge of basic auto policy coverages and exclusions related to low-complexity claims
• Accurately identify claim type, liability indicators, and required documentation to ensure proper routing and next steps
• Recognize potential fraud indicators and partner with leadership to develop appropriate action plans
• Use Guidewire (GW) claims systems effectively for documentation, task management, and coverage verification
• Actively participate in training and development opportunities to build skills and expertise
• Bring a positive, solutions-oriented mindset that reinforces a customer-first culture
• Support team success by sharing knowledge, insights, and best practices
• Demonstrate reliability, accountability, and professionalism in all aspects of your work
• Serve as a steady and dependable team member who helps elevate overall performance and customer experience

Benefits

• $0 Premium Medical Plan Option
• Comprehensive healthcare at no cost to you for employees earning under $75,000 who elect single coverage under our Super Value Plan
• Competitive health coverage
• Retirement plans
• Paid time off
• Flexible work options
• Lifestyle perks like employee discounts
• Tuition reimbursement
• Leadership programs
• Internal mobility opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level