Claim Rep I, Physical Damage (Hybrid)

 

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.

 

💰 $1,000 Sign-On Bonus Available!

 

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

 

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

 

Delivering an Exceptional Customer Experience

• 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

 

Driving Quality & Results

• 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

 

Building Technical Expertise

• 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

 

Contributing as a Team Player & Role Model

• Bring a positive, solutions-oriented mindset that reinforces a customer-first culture