Express Auto Damage Insurance Claim Rep (Hybrid)

MAPFRE•Webster, MA

47d•Hybrid

About The Position

This is a hybrid position within the Claims, Physical Damage Department. The role involves adjusting 1st party Express claims for Auto Physical Damage by screening losses, determining coverage exposures, and handling settlements. The position requires timely, professional, and empathetic communication, excellent customer service aligned with departmental NPS scores, and effective management of the ACD telephone system. Responsibilities include contacting all parties involved in a loss to identify claim exposures, maximizing the utilization of preferred vendors and repair/appraisal channels, taking steps to avoid consumer complaints (such as AG or DOI) and mitigate bad faith allegations, and identifying potentially fraudulent claims with supervisory input. A team-centric approach is also expected.

Requirements

Associate's Degree and 1-3 years experience.
0 - 1 year experience with Bachelor's Degree
Excellent customer service and interpersonal skills are required.
Effective verbal and written skills are necessary.
Ability to work in a fast paced environment.

Responsibilities

Adjusting 1st party Express claims for Auto Physical Damage through screening losses, determining coverage exposures, and settlements.
Assure written and verbal communications are timely, professional and empathetic.
Deliver service to customers and agents aligned with contribution to the Departmental tNPS score.
Effectively manage ACD telephone system/features by complying with message retrieval, Log In/Log Out, AUX and ACW expectations and standards.
Ensure all parties involved in a loss are contacted to identify claim exposures.
Maximize utilization of preferred vendors and repair/appraisals channels.
Take steps to avoid consumer complaints such as AG or DOI and mitigate bad faith allegations.
Ensure timely and comprehensive responses to complaints with supervisory oversight.
Identify potentially fraudulent claims for transfer with Supervisory input.
Embrace and effectively manage a team centric approach.