Auto Damage Insurance Claim Rep (Hybrid or Remote)

At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community.

For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams.

For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S.

For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally.

This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference.

Position is Hybrid, within a commutable distance to Webster, MA (2 days in office/3 days remote). Will consider remote.

Job Summary

Schedule/Hours: Monday through Friday, 8:00 a.m. to 4:30 p.m. EST while in training. Once training is complete, regular work schedule will be 8:30 a.m. to 5:00 p.m. EST.

As An Auto Damage Claim Rep, you will be responsible for adjusting 1st party Express claims for Auto Physical Damage through screening losses, determining coverage exposures, and settlements.

• Communication - Assure written and verbal communications are timely, professional and empathetic.
• Customer Service – Deliver service to customers and agents aligned with contribution to the Departmental tNPS score
• Telephone Management - Effectively manage ACD telephone system/features by complying with message retrieval, Log In/Log Out, AUX and ACW expectations and standards.
• Contact - Ensure all parties involved in a loss are contacted to identify claim exposures.
• Programs – Maximize utilization of preferred vendors and repair/appraisals channels.
• Complaint Resolution - 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.
• Fraud Identification - Identify potentially fraudulent claims for transfer with Supervisory input.
• Embrace and effectively manage a team centric approach

Knowledge, Skills And Abilities

Education: Associate's Degree and 1-3 years experience.

Experience: 0 - 1 year experience with Bachelor's Degree

Knowledge: Limited to moderate knowledge of industry practices, standards, and concepts within field of work. Learns to apply them to the job.

Decision Making: Learns to make decisions and recommendations for varied situations, applying judgment to interpret related information, policies, and procedures. Decisions generally impact specific tasks.

Supervision Received: Works independently under general supervision. Work is reviewed for overall adequacy in performing tasks.

Leadership: Works as an individual contributor. Learns the job.

Problem Solving /Operations/Direct Work Involvement: Develops solutions to a variety of problems, typically of moderate scope and complexity. Refers to and interprets policies and practices for guidance.

Client Contacts: Contacts other departments and or external organizations or parties frequently. Contacts are primarily at or below middle management levels. Communication is primarily task-related and involves creating and delivering varied types of messages and information.

Additional Knowledge, Skills And Abilities

Excellent customer service and interpersonal skills are required.

Effective verbal and written skills are necessary.

Ability to work in a fast a paced environment.

Thank you for considering MAPFRE Insurance as part of your career journey.

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states.