Desk Homeowners Claim Representative II

Auto Club Group•Tampa, FL

4d•Remote

About The Position

As a Desk Homeowners Claim Representative II, you'll be at the forefront of helping customers recover from property losses, providing support when they need it most. In this fast-paced and rewarding role, you'll manage claims from start to finish by investigating losses, reviewing coverage, evaluating damages, negotiating settlements, and collaborating with internal partners to ensure timely and fair outcomes. If you thrive in a role that combines critical thinking, customer advocacy, and decision-making authority, this is an opportunity to make a real difference every day. Preferred applicants should reside within a 50-mile radius of Tampa, Florida.

Requirements

Complete ACG Claim Representative Training Program or demonstrate equivalent knowledge or experience
In states where an Adjuster’s license is required, the candidate must be eligible to acquire a State Adjuster’s license within 90 days of hire and maintain as specified for appropriate states.
A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members.
One year of experience with: Negotiating claim settlements
Securing and evaluating evidence
Preparing manual and electronic estimates
Subrogation claims
Resolving coverage questions
Taking statements
Establishing clear evaluation and resolution plans for claims
Knowledge of: Essential Insurance Act (Michigan)
Fair Trade Practices Act as it relates to claims
Subrogation procedures and processes
Intercompany arbitration
Building construction and repair techniques
Ability to: Handle claims to the line Claim Handling Standards
Follow and apply ACG Claim policies, procedures and guidelines
Work within assigned ACG Claim systems including basic PC software
Perform basic claim file review and investigations
Demonstrate effective communication skills (verbal and written)
Demonstrate customer service skills by building and maintaining relationships with insureds/claimants while exhibiting understanding of their problems and responding to questions and concerns
Analyze and solve problems while demonstrating sound decision making skills
Prioritize claim related functions
Process time sensitive data and information from multiple sources
Manage time, organize and plan workload and responsibilities
Safely operate a motor vehicle to visit repair facilities, homes (for inspections), patients, etc.
Research, analyze, and interpret subrogation laws in various states
Travel outside of assigned territory which may involve overnight stay
Relocate, work evenings or weekends
Strong negotiating skills

Nice To Haves

Associate degree in Business Administration, Insurance or a related field or the equivalent in related work experience
Completion of the Insurance Institute of America's: General Insurance Program, Associate in Claims, associate in management or equivalent
Xactimate experience
Excellent customer service skills
Excellent communication skills both oral and written
Call center or queue calling experience preferred, but not required
Knowledge of full cycle claim handling
Active Florida adjuster's license

Responsibilities

Review assigned claims.
Contact the insured and other affected parties.
Set expectations for the remainder of the claim and initiate documentation in the claim handling system.
Complete coverage analysis including a review of policy coverages and provisions, and the applicability to the reported loss.
Ensure all possible policyholder benefits are identified.
Create additional sub-claims if needed or refer complex claims to management or the appropriate claim handler.
Complete an investigation of the facts regarding the claim to further and in more detail determine if the claim should be paid the applicable limits or exclusions and possible recovery potential.
Conduct thorough reviews of damages and determine the applicability of state law and other factors related to the claim.
Evaluate the financial value of the loss.
Approve payments for the appropriate parties accordingly.
Refer claims to other company units when necessary (e.g., Underwriting, Recovery Units or Claims Special Investigation Unit).
Thoroughly document and/or code the claim file and complete all claim closure and related activities in the assigned claims management system.
Utilize strong negotiating skills.
Handle claims generally valued between $5,000 and $25,000 (for the inside desk role).
Investigate claims requiring coverage analysis.
Review estimates for accuracy.
May monitor contractor repair status and updates.

Benefits

PTO, paid sick leave
Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program (confidential support services).
Company-paid basic life insurance.
Optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Critical illness, accident, and pet insurance options.
401(k) plan to support long-term financial goals.
Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting.
Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.
Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements.
Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day.
Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays.
Paid leave programs, including parental, bereavement, jury duty, and military leave.
Tuition assistance (up to $5,250 annually; 80% covered by ACG).
Professional certification support with 100% reimbursement for eligible programs.
Opportunities for career development and advancement.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.