Express Auto Damage Insurance Claim Rep (Hybrid)

Are you looking to launch or grow your career in claims with a fast-paced, customer-focused organization? As a Claim Representative I - Express APD Adjuster , you'll play a critical role in delivering a seamless and efficient claims experience for our customers.

In this role, you will manage low-complexity, clear-liability Massachusetts first-party auto claims within a high-volume, streamlined environment. You'll have full ownership of your claims, empowering you to drive quick resolutions while delivering exceptional service and building strong customer trust.

This role offers a hybrid work arrangement , providing the flexibility to work 3 days remotely and 2 days in the office each week.

Training Schedule: Monday through Friday: 8:00 a.m. - 4:30 p.m. EST

Post-Training Schedule: Monday through Friday: 8:30 a.m. - 5:00 p.m. EST

Responsibilities

• Manage first-party, low-complexity Massachusetts auto claims that meet Express channel criteria (clear liability, no coverage issues, no injuries, Massachusetts-only exposure, and eligible loss causes)
• Own each assigned claim from start to finish, including proactive communication, investigation, and timely resolution
• Maintain individual accountability for voicemail management, supported by team-level backup when needed
• Apply clear expectations consistently throughout claim investigations
• Accurately document coverage verification and support fast-track appraisal processes
• Leverage AI-enabled guidance tools and predictive models to enhance efficiency and decision-making
• Achieve or exceed key performance metrics, including cycle time, customer contact expectations, tNPS, and productivity goals
• Collaborate cross-functionally with ECC, Training, Quality, Telephony, and Workforce Management (WFM) teams

Delivering an Exceptional Customer Experience

• Provide service that aligns with established customer service standards and expectations
• Adhere to all internal and external claims handling guidelines and regulatory requirements
• Communicate clearly, concisely, and empathetically in all interactions, including phone and written correspondence
• Demonstrate strong system discipline by effectively managing log-ins, availability, and time tracking to meet service level expectations
• Identify customer needs and service opportunities, responding with urgency and care
• Bring empathy, professionalism, and flexibility to every customer and agent interaction

Driving Quality & Results

• Investigate, evaluate, and resolve low-complexity physical damage claims efficiently and accurately
• Utilize available systems and tools to effectively manage assigned claims
• Contact all relevant parties to support accurate coverage and liability determinations while identifying potential exposures
• Meet departmental quality standards and productivity expectations through effective caseload management
• Maintain timely and accurate claim diaries, meeting open and close targets

Building Technical Expertise

• Develop and apply knowledge of basic auto policy coverages and exclusions related to low-complexity claims
• Accurately identify claim type, liability indicators, and required documentation to ensure proper routing and next steps
• Recognize potential fraud indicators and partner with leadership to develop appropriate action plans
• Use Guidewire (GW) claims systems effectively for documentation, task management, and coverage verification
• Actively participate in training and development opportunities to build skills and expertise

Contributing as a Team Player & Role Model

• Bring a positive, solutions-oriented mindset that reinforces a customer-first culture
• Support team success by sharing knowledge, insights, and best practices
• Demonstrate reliability, accountability, and professionalism in all aspects of your work
• Serve as a steady and dependable team member who helps elevate overall performance and customer experience

Qualifications

• Bachelor's degree in a related field, or equivalent combination of education and relevant experience
• Typically 0-2 years of related experience, or an associate degree with 2-4 years of relevant experience

Your Health, Your Wellbeing-Fully Supported

• $0 Premium Medical Plan Option
  Keep more of what you earn. Employees earning under $75,000 who elect single coverage under our Super Value Plan enjoy $0 monthly premiums -comprehensive healthcare at no cost to you.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job - we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

#MAPFRE123

Pay Philosophy : The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Pay Range $45,000 - $52,000 (non-exempt)

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at View email address on click.appcast.io.

We are proud to be an equal opportunity employer.