[Hiring] Claims Representative @Mercury Insurance Services

Role Description

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 2025!

An in-person interview may be required during the hiring process. For positions that work remotely or in a hybrid work-from-home environment, team members must maintain reliable high-speed internet service that supports day-to-day job responsibilities. At a minimum, internet service must provide 25 Mbps download speed. Team members are responsible for maintaining internet connectivity sufficient to perform their role effectively while working from home.

Our next class start date is January 4, 2027 and consists of 8 weeks of paid training.

If you’re passionate about helping people restore their lives when the unexpected happens, and providing the best customer experience, 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.

Under general supervision, the Claims Representative is responsible for investigating and resolving auto physical damage and property damage claims in a timely and efficient manner, while providing exceptional customer service in a team environment. The Claims Representative will handle a high volume of calls and make regular contact with customers on multiple platforms, collaborating cohesively with other team members to achieve department goals.

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

Responsibilities

• Thoroughly verifies and explains coverage to Policyholders, setting clear expectations on the claims process.
• Sets reserves for anticipated losses, arranges vehicle inspections and rental authorizations, and makes referrals to specialty teams as warranted.
• Serves as the primary customer contact and coordinates with other departments; researches and timely responds to customer inquiries and/or concerns with empathy to ensure customer satisfaction and retention.
• Demonstrates the ability to resolve claims in a timely and accurate manner.
• Continuously monitors progress and exposures, issues accurate and timely payments.
• Investigates and evaluates claims by conducting interviews, reviewing documentation, and gathering evidence.
• Documents interactions, conversations, and activities related to claims in a clear and concise manner using company systems and tools.
• Identifies and escalates files with more significant indemnity exposure or attorney representation to their supervisor for review, transfer, or further investigation.

Qualifications

• Minimum: High School Diploma or GED.
• Preferred: Associate degree.
• You may be required to obtain a Company sponsored Adjuster’s license to handle claims, to be secured upon hire.

Experience

• Minimum: Customer service experience required.
• Preferred: 6-12 months of related experience.
• Experience with handling high call volume in a professional call center.

Skills & Abilities

• Minimum: Solid comprehension of basic principles and practices of Company policies upon completion of a formal and informal training program.
• Ability to multi-task in a fast-paced environment, prioritize responsibilities, and deliver accurate work-product to expedite claims resolution and manage a high volume of claims.
• Has a passion for serving customers in their time of need.
• Possesses effective written and verbal communication skills to professionally represent the Company in multi-channel correspondence with Policyholders, agents, claimants, and other insurance carriers.
• Independently makes high-quality claims adjusting decisions.
• Collaborates well with others. We are one team with a common goal.
• Ability to build rapport utilizing emotional intelligence.
• Views conflict resolution as an opportunity.
• Has self-motivation and accountability while working remotely.
• Demonstrated proficiency with MS Office products (Outlook, Word) and claims related software.
• Must have dedicated workspace that is free from distractions.
• Preferred: Demonstrates intellectual curiosity by seeking out efficiencies through process improvement or technology.
• Takes ownership of any process they can improve.
• Assumes positive intent in all interactions.

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 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

USD $32,363.00 - USD $56,701.00 /Yr.