Claims Specialist II

Overview

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2024!

Our next class start date is 12/1 and consists of 8 weeks of paid training.

Training is Monday through Friday from 8:00am-4:45pm PST. After training we offer a fixed schedule of 40 hours per week Monday through Friday from 8:00am-4:45pm PST.

Geo-Salary Information

The compensation for this role is based on geographic location as follows:

$29.33 per hour (CA, NJ, NY, WA, HI, AK, MD, CT, RI, and MA)

$26.92 per hour (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, and ME).

$24.52 per hour (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, and WV)

This position is a work from home position that requires a dedicated workspace, free from distractions.

Responsibilities

Position Overview

If you’re passionate about helping people restore their lives when the unexpected happens, and providing high-quality customer experiences, then our Mercury Insurance Claims team could be the place for you! We offer dynamic and challenging opportunities to those who want to make a meaningful impact.

With ongoing guidance and support, the Claims Specialist II takes the lead in guiding customers through the claims process. You will investigate and process claims for damage to vehicles and other property as well as moderate bodily injury claims. You will focus on accurate and efficient claims to prevent unnecessary expense to the Company and policyholders. You will provide excellent customer service to ensure our customers have a positive experience and feel valued and supported.

At Mercury, we believe in nurturing growth, making time to have fun, and working together to make great things happen.

Key Responsibilities:

Customer Interaction and Claims Process Management: Review and explain coverage details and the claims process to customers. Set reserves for anticipated expenses and arrange vehicle inspections and rental authorizations. Address customer inquiries and concerns throughout the claim process to ensure satisfaction and retention.

Investigation and Evidence Gathering: Utilize various communication methods (phone calls, emails, texts, letters) to obtain information from involved parties, including witnesses. Review law enforcement reports and seek out additional evidence (dash cam, surveillance video) to assess the facts of loss and determine liability.

Risk Assessment and File Management: Identify and escalate high-risk files with significant indemnity exposure or suspected fraud to supervisors for further review or investigation.

Bodily Injury Claims Management: Analyze medical records to evaluate, negotiate, and settle moderate bodily injury claims with legal counsel for represented claimants and unrepresented parties.

Cross-Department Collaboration: Serve as the primary point of contact for customers, coordinating with other departments to ensure a smooth claims experience and complete customer satisfaction.

Team Collaboration: Collaborate with a team to address the needs of shared customers when necessary.

Qualifications

• High school diploma or equivalent, Bachelor’s degree preferred
• 6 months’ customer service experience in a high-volume work environment or equivalent combination of education and experience
• 6-12 months’ claims adjusting experience, preferred
• Prior experience working in a remote environment is a plus

Skills & Abilities

Minimum:

• Strong written and verbal communication skills, including phone, email, and text correspondence. Active listening and the ability to communicate complex information clearly to customers.
• Capable of making high-quality decisions independently, demonstrating initiative and confidence. Strong ability to analyze information, identify patterns, and make data-driven decisions.
• Strong analytical and critical thinking skills, with the ability to troubleshoot issues and find effective solutions.
• Excellent interpersonal skills, able to build and maintain positive relationships with customers, team members, and other departments.
• Ability to efficiently manage multiple tasks simultaneously in a fast-paced environment. Strong organizational skills with a focus on prioritizing responsibilities, ensuring timely completion of tasks and meeting deadlines.
• Exceptional customer service skills, demonstrating empathy, compassion, and a proactive approach to resolving issues while maintaining customer satisfaction.
• Ability to professionally represent the Company in multi-channel correspondence with customers, claimants, law offices, and other insurance carriers.
• Highly self-motivated and driven to meet both personal and team goals. Proactively anticipates challenges and takes action to prevent issues, ensuring smooth operations and quick response to critical matters in a timely manner.
• Ability to influence others through effective communication, building rapport, and guiding decisions when necessary.
• Highly self-motivated and driven to achieve personal and team goals. Capable of making independent decisions with confidence, demonstrating initiative and taking ownership of tasks and responsibilities.
• Skilled in reviewing files thoroughly to ensure all necessary information is gathered and processed.
• Ability to remain calm and composed in high-pressure situations, handling difficult scenarios with professionalism and tact.
• Proficient in using various computer systems and software to manage claims, documentation, and customer data to include MS Office Products.

Preferred:

• A natural curiosity and a strong desire to learn, adapt, and grow in the role.
• Leadership qualities with the ability to mentor and guide others, fostering a positive and collaborative work environment.
• Committed to career development and growth, with a long-term focus on professional advancement.

Physical Requirements

Continuously (66%-100%):• Must be able to maintain a sedentary position for extended periods.• Must be able to communicate (electronically and telephonically) with team members, customers, and external          parties.• Must be able to operate and type on a computer, laptop, and/or other Company-issued electronic device for extended periods of time.• Must be able to access and operate Company computer system, including preparing documents, entering data into computer system, and reading documents from a computer database or email system.Occasionally (Up to 33%):• Must be able to bend, stoop, reach, climb, and/or stand to access files, documents, and other equipment.• Must be able to grasp, open, and close drawers, filing cabinets, and other equipment.

About the Company

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

Perks and Benefits

At Mercury, we seek a better way to serve our customers, own every interaction, do the right thing in every situation, and move quickly to deliver exceptional results. Join our team and make an impact today!

We offer many great benefits, including:

· Competitive compensation

· Flexibility to work from anywhere in the United States for most positions

· Paid time off (vacation time, sick time, paid Company holidays, volunteer hours)

· Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)

· Medical, dental, vision, life, and pet insurance

· 401 (k) retirement savings plan with company match

· Engaging work environment

· Promotional opportunities

· Education assistance

· Professional and personal development opportunities

· Company recognition program

· Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Pay Range