FERST (Fire, Early Resolution Specialist, & Theft) Representative

Our Value Proposition:

Clearcover is a venture-backed technology start-up disrupting the trillion dollar legacy insurance market. We’ve focused on building products that create confident, happy customers - and we’re flourishing. We believe in putting our people first, paying them well and working together to solve tough problems. If you’d like a high-growth opportunity with an award-winning company, let’s chat. ­­

What is a FERST (Fire, Early Resolution Specialist, & Theft) Representative

As a FERST Representative you will be in a hybrid role by handling two types of claims: Total loss (80% of the workload) and fire and theft (20% of the workload). Task management is key due to juggling two types of claims. We are looking for someone who has a strong ability to work independently and can thrive in an ever changing environment. This includes being able to communicate effectively with customers but remain calm under pressure through conflict resolution. Critical thinking while maintaining a high level of detailed documentation for complex claims is key for this role. This included upholding a team first mindset when driving initiatives forward, identifying gaps, and contributing to the process and product information through the Knowledge Base

Overall you will continue to uphold claim expectations by managing incoming and outgoing customers interactions through phone, email, chat or text. The value of “Know the customer, work for the customer” will be embedded into your everyday life by building sustainable relationships and trust with customers and notating the interaction within the file. 

In order to apply for this role you must have ERS and Fire and Theft experience. This is for Claims Representative who are Level II or above.

Estimating Resolution Claim Responsibility (80% of workload)
You will be responsible for confirming coverage, determining  liability, and evaluating total loss claims.

• Review Total Loss Evaluations to ensure they are accurate and all options/vehicle conditioning is taken into consideration into our evaluation.
• Be the point of contact for customers or attorneys in extending offers, negotiating settlements and resolving all issues related to a total loss exposure.
• Set expectations and manage Alternative Transportation exposure with involved parties. 
• Proactively move vehicles to storage free locations to mitigate advanced charges and negotiate incurred charges as necessary.
• Complete all necessary steps to assign salvage to our salvage vendor or obtain the appropriate paperwork in owner retain salvage scenarios.  
• Collaborate salvage vendors and leadership, in appropriate situations, to set minimum bids to maximize salvage returns.
• Monitor salvage process to resolution and posting of salvage recoveries. 
• Address customer complaints, provide appropriate solutions and alternatives, and follow up to ensure the resolution of claims issues
• Be available to complete initial estimating tasks as dictated by business needs.
• Handle other various crime related losses as dictated by the needs of the business.

Fire and Theft Claim Responsibilities (20% of workload)
You will be responsible for assessing complex coverage issues, being detail-oriented in fire and theft investigations, and settling claims.  The representative will collaborate with SIU stakeholders as warranted.

• Guide our customers through the claims process
• Confirm coverage, determine liability, evaluate total loss claims
• Collaborate with attorneys for resolution of represented and litigated claims
• Address customer complaints, provide appropriate solutions and alternatives, and follow up to ensure the resolution of claims issues
• Review claims by reviewing policy language, billing and statements. 
• Make initial contact with customers and provide outline of claims process and applicable coverages
• Take detailed statements regarding the facts of loss
• Review the following: Claim for fraud indicators send out proof of fire/theft, investigative avenues/ investigative conclusion
• Settle claim as warranted by policy and investigation.

What do you need? 

• Adjuster or P&C insurance license a plus
• 1-2 years of Fire & Theft experience 
• Demonstrated customer support/success experience or experience as a client service representative and track record of providing excellent customer care
• Total Loss handling and resolution experience preferred
• Experience using Mitchell Estimating software is a plus
• Demonstrate an understanding of the repair process, parts usage, and collision industry
• Adjus