Claims Representative, Total Loss

Plymouth Rock Assurance•Boston, MA

19h•$50,000 - $74,000•Onsite

About The Position

The Total Loss Unit within our Claims Organization plays a critical role in delivering a seamless and supportive experience during what can be a stressful time for our customers. This team is responsible for identifying, negotiating, and resolving total loss claims with both insureds and claimants. The Total Loss Claim Representative is a key contributor who manages claim documentation, processes payments, and coordinates the disposition of salvage vehicles. In this role, you will have the opportunity to make a direct impact by guiding customers through the total loss process while balancing cost control and recovery efforts.

Requirements

Experience in property and casualty claims handling preferred
Ability to work both independently and collaboratively within a team
Strong verbal and written communication skills, with a customer-focused approach
Excellent organizational and time management abilities
Effective problem-solving and decision-making skills
Proficiency in Microsoft Office tools, including Word, Excel, and Outlook

Responsibilities

Negotiate and communicate total loss and diminished value settlements in accordance with company and state guidelines (including NJ and multi-state jurisdictions such as MA, NH, CT, NY, and others as needed)
Clearly explain total loss evaluation methodologies to vehicle owners, building trust and confidence throughout the process
Apply a working knowledge of vehicle financing and leasing in claim resolution
Review damage estimates to determine total loss eligibility
Accurately document all claim activity and settlements in the claim file system
Partner with salvage vendors to coordinate vehicle movement and secure competitive salvage bids
Independently manage and settle claims within authority; collaborate with leadership for approvals, guidance, or escalations as needed
Proactively escalate claims that require additional support or are not progressing positively
Maintain an organized diary system, effectively prioritizing and managing multiple claims simultaneously
Adapt quickly to changing workloads in a fast-paced environment
Keep customers, agents, and stakeholders informed with timely updates and clear communication
Ensure exceptional service while maintaining strong loss and expense control
Adhere to all privacy standards, laws, and regulatory requirements
Prepare and process payments to vehicle owners, financial institutions, and leasing companies

Benefits

4 weeks accrued paid time off + 9 paid national holidays per year
Free onsite gym at our Boston Location
Tuition Reimbursement
Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
Robust health and wellness program and fitness reimbursements
Auto and home insurance discounts
Matching gift opportunities
Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
Various Paid Family leave options including Paid Parental Leave
Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
Convenient location directly across from South Station and Pre-Tax Commuter Benefits