Claims Representative

Mercury Insurance Services, LLC•Remote,

1d•$32,363 - $56,701

About The Position

The Claims Representative investigates and resolves auto physical damage and property damage claims under general supervision. The role handles a high volume of calls and makes regular contact with customers across multiple platforms, providing exceptional customer service while working collaboratively with the team to meet department goals. Responsibilities include explaining coverage, setting expectations for the claims process, evaluating losses, coordinating inspections and rentals, monitoring claims, and issuing payments. The representative documents claim activity and escalates files with significant indemnity exposure or attorney representation for review or further investigation. The position includes eight weeks of paid training. The next class is scheduled to start January 4, 2027. Work may be remote or hybrid, and remote team members must maintain reliable high-speed internet of at least 25 Mbps download speed and a dedicated workspace free from distractions. An in-person interview may be required. A company-sponsored adjuster’s license may be required after hire.

Requirements

High school diploma or GED.
Customer service experience.
Ability to understand basic company policies and practices after completing formal and informal training.
Ability to multitask and prioritize in a fast-paced environment while producing accurate work and managing a high volume of claims.
Effective written and verbal communication skills for professional correspondence with policyholders, agents, claimants, and other insurance carriers.
Ability to make high-quality claims-adjusting decisions independently.
Ability to collaborate with others and build rapport using emotional intelligence.
Self-motivation and accountability while working remotely.
Proficiency with Microsoft Office products, including Outlook and Word, and claims-related software.
A dedicated workspace free from distractions for remote work.

Nice To Haves

Associate degree.
Six to twelve months of related experience.
Experience handling high call volumes in a professional call center.
Ability to obtain a company-sponsored adjuster’s license after hire, if required.
Intellectual curiosity and interest in improving processes or using technology to increase efficiency.
Takes ownership of opportunities to improve processes.
Assumes positive intent in interactions.

Responsibilities

Verify and explain coverage to policyholders and set clear expectations about the claims process.
Set reserves for anticipated losses, arrange vehicle inspections and rental authorizations, and refer claims to specialty teams when warranted.
Serve as the primary customer contact, coordinate with other departments, and respond promptly and empathetically to customer inquiries and concerns.
Resolve claims accurately and in a timely manner.
Monitor claim progress and exposures, and issue accurate and timely payments.
Investigate and evaluate claims by conducting interviews, reviewing documentation, and gathering evidence.
Document claim-related interactions, conversations, and activities clearly and concisely using company systems and tools.
Identify and escalate files with significant indemnity exposure or attorney representation to a supervisor for review, transfer, or further investigation.

Benefits

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