Express Care Specialist

Job Description

Job Description

 

Express Care Specialist

Location: Murray, Utah
Job Type: Full-time
Work Arrangement: In-Office

About the Role

We're looking for energetic, motivated, and growth-oriented individuals to join Bear River Mutual Insurance as Express Care Specialists / Adjusters.

As an Express Care Specialist / Adjuster, you'll be an important part of our claims team, providing outstanding service to insured customers, claimants, agents, vendors, and internal partners. You'll help customers through the claims process by handling claims intake, answering questions, confirming key claim information, and coordinating services related to auto and home claims.

This role is focused on delivering prompt, professional, and caring service during important moments for our policyholders and customers. You'll answer and handle a high volume of inbound calls, make outbound follow-up calls when needed, assist with First Notice of Loss intake, and help ensure claims are handled accurately, efficiently, and in compliance with applicable claims practices.

This position is based in Murray, Utah and is an in-office position . At Bear River Mutual, we value in-person collaboration and believe some of our best work comes from working together, building relationships, and supporting one another.

What You'll Be Responsible For

• Delivering world-class customer service to internal and external customers with professionalism, empathy, and efficiency.
• Answering and handling approximately 40 to 60 inbound calls per day.
• Making outbound follow-up calls as needed.
• Completing claims intake for auto and home claims.
• Confirming coverage, liability, and damages during First Notice of Loss.
• Answering policy and billing-related questions from agents, insureds, claimants, and vendors.
• Assisting insureds, vendors, and contractors with home and auto claims.
• Helping coordinate scheduling and rental services related to claims.
• Ensuring compliance with the Utah Unfair Claim Practices Act.
• Maintaining the integrity and ethical standards of the claims process.
• Performing other duties as assigned.

Success in This Role

In this role, you'll:

• Provide dependable, professional support to insureds, claimants, agents, vendors, and team members.
• Help customers feel informed, supported, and cared for throughout the claims process.
• Handle a high volume of phone calls while maintaining accuracy, patience, and professionalism.
• Gather and document claim information clearly and thoroughly during First Notice of Loss.
• Use sound judgment to confirm coverage, liability, damages, and next steps.
• Balance urgency with accuracy when helping customers through stressful situations.
• Communicate clearly and respectfully with customers, agents, vendors, contractors, and internal teams.
• Stay organized while managing multiple tasks, follow-ups, and service requests.
• Work independently with a can-do attitude while contributing to a collaborative claims team.

About You

• You Put People First: You treat others with dignity and respect, listen carefully, and approach each customer interaction with patience, empathy, and professionalism.
• You Stay Connected: You collaborate effectively with claims team members, agents, vendors, contractors, and other departments to help customers receive prompt and accurate support.
• You Are Accountable: You take ownership of your work, follow through on commitments, document information accurately, and use good judgment when handling claim-related questions and tasks.
• You Deliver Service: You understand that your work directly impacts insureds, claimants, agents, and business partners during important and sometimes stressful moments.
• You Value Relationships: You build trust by communicating clearly, listening well, and treating customers, coworkers, agents, and vendors with respect.
• You Care About Quality: You take pride in accurate documentation, careful follow-up, and dependable service.
• You Balance Urgency with Judgment: You know when to move quickly to help a customer and when to slow down, verify details, and make thoughtful decisions.
• You Embrace Continuous Improvement: You are eager to learn, open to coaching, and interested in improving processes, service, and your own skills.
• You Are Adaptable: You remain flexible when priorities shift, call volume changes, or customer needs require a different approach.
• You Balance Experience with Curiosity: Whether you have insurance experience or are new to the industry, you're motivated to learn, grow, and contribute to the team.

QualificationsRequired Qualifications

• Strong interpersonal and communication skills.
• Ability to connect with customers and build rapport.
• Previous customer service experience.
• Ability to listen, problem-solve, and help people through challenges.
• Strong problem-solving and decision-making skills.
• Excellent organizational and time management skills.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to work both independently and collaboratively within a team.
• Willingness to learn insurance claims processes, coverage concepts, and related systems.

Preferred Qualifications

• College degree or relevant coursework.
• Previous experience in the insurance industry.
• Experience with policy coverage interpretation.
• Experience with First Notice of Loss intake.
• Knowledge of the Utah Unfair Claim Practices Act and other insurance industry regulations.

What We Offer

• Competitive compensation.
• Opportunities to earn bonuses twice a year.
• Comprehensive medical and dental care plans.
• Vision insurance.
• Health insurance with generous employer contributions to Health Savings Accounts.
• Company-paid life insurance.
• Short-term & Long-term disability coverage.
• Group term and supplemental life insurance for full-time employees.
• A generous 401(k) retirement plan with a competitive company match.
• A company-sponsored pension plan to help support your long-term financial goals.
• Generous paid time off and company-paid holidays to support work-life balance.
• Tuition reimbursement for job-related education.
• Employee discounts on Bear River Mutual personal insurance products.
• The opportunity to work with talented, dedicated professionals who are committed to serving our policyholders and supporting one another.
• A collaborative environment built on our core values of People First, Connected, Accountable, and Service .
• The stability and strength of an organization that has proudly served Utah families for more than a century.

Why Bear River Mutual?

Established in 1909, Bear River Mutual is Utah's oldest and largest personal lines property and casualty insurer.

As a mutual insurance company, we're owned by our policyholders, not shareholders. That means we make decisions with a long-term perspective, always focused on serving our members, supporting our employees, and strengthening the communities we serve.

With fewer than 200 employees, every team member has the opportunity to make a meaningful impact. Here, your work is visible, your ideas matter, and your contributions help shape the future of our organization.

Our Values

Our values guide how we work, how we serve others, and how we make decisions every day.

• People First: We treat every person with dignity and respect. We listen, communicate openly, and approach every interaction with professionalism, empathy, and care.
• Connected: We work as one team. We collaborate across departments, share information openly, and recognize that our collective success is greater than any individual achievement.
• Accountable: We do what we say we'll do. We take ownership of our work, act with integrity, and make thoughtful decisions that support our members, agents, and colleagues.
• Service: We care for people. We strive to provide prompt, dependable support and create positive experiences in every interaction.