Claims Representative

Position: Claims Advocate, Commercial Lines Location: Worcester, MA Job Id: 194 # of Openings: 1 Deland, Gibson Insurance is a fourth-generation, family-owned independent insurance agency headquartered in Wellesley Hills, Massachusetts, with additional offices in Franklin, Dennis Port, Duxbury, Worcester, and Westwood. As a Trusted Choice, Five Star Accredited agency and Assurex Global Partner, we act as strategic risk advisors, not just policy sellers; helping clients understand and reduce their total cost of risk across strategic, business, hazard, and workforce exposures. Independently owned and answerable only to our clients, we've built our reputation on being trusted advisors to the businesses and families of New England for well over a century. The Claims Advocate is a strategic consultant and champion for our Commercial Lines clients throughout the entire claims lifecycle. Working hand-in-hand with clients, carriers, producers, and our internal service teams, you'll drive optimal claim outcomes, sharpen coverage and settlement strategy, and turn claims data into real recommendations that lower our clients' total cost of risk. This is a highly visible, relationship-driven role for someone who wants to be the calm, expert voice clients turn to when it matters most. What You'll Do: Serve as the Commercial Lines client's primary advocate and trusted point of contact throughout the claims process. Lead pre-claim reporting discussions and proactively prepare clients before issues arise. Advocate on coverage determinations, damage evaluations, and overall claim strategy. Run claim reviews and strategy sessions with clients and carrier partners. Use analytics and benchmarking data to identify cost drivers and shape recommendations. Coordinate resolution strategy across adjusters, defense counsel, TPAs, and medical management vendors. Track claim activity in agency management systems and keep stakeholders informed in real time. Document claim impacts and share outcomes and success stories that demonstrate the value we deliver. Account & Relationship Management Build client-specific claim handling protocols and playbooks. Lead claims process meetings that bring together clients, carrier claim managers, producers, and account teams. Participate in stewardship, pre-renewal, and renewal meetings, and prepare stewardship reports on claim trends and outcomes. Contribute to client retention and support new business efforts by showcasing claims expertise during prospecting and RFPs. Partner with vendors and internal teams to keep client objectives front and center. Professional Growth Stay current on claims trends, legal developments, and jurisdictional issues. Pursue industry designations, training, and continuing education. Share best practices and wins across the agency, helping raise the bar for the whole team. What You Bring: 3+ years of experience in insurance claims, risk management, brokerage, or a related field. Solid working knowledge of property, casualty, workers' compensation, liability, and commercial claims. Sharp analytical, negotiation, and problem-solving instincts. Strong communication and presentation skills — you're comfortable leading the room. Comfort interpreting claim data, trends, and analytics to make the case for a recommendation. Fluency in Applied EPIC and proficiency across Microsoft 365. The ability to juggle multiple priorities in a fast-moving environment without losing the details. Why Deland, Gibson: We're early adopters of new technology and AI-driven tools, but we're also the agency where a real person picks up the phone when a client calls- we believe both matter. Good ideas don't get lost here: when you see a smarter way to manage renewals or serve a client, we listen, and if it works, it becomes how we do business. You'll have direct access to agency leadership, real opportunities to grow into new responsibilities, and a team that shows up for each other- not because they have to, but because that's how we work. Hybrid schedule option, plus Summer Fridays and extended holiday weekends Comprehensive PTO - paid vacation, holidays, and sick time, plus parental leave Health, dental, and vision insurance, and a 401(k) retirement plan DG University: ongoing training, support for insurance designations, and continuing education Employee-led committees- Giving, Social, Client Experience, & Technology About Deland, Gibson: Established in 1900, Deland, Gibson is a Massachusetts insurance agency that has thrived working as a trusted advisor for its client base. Through a handful of subtle name changes over the past century Deland, Gibson has maintained its identity as an industry-leading insurance and risk management advisor. #J-18808-Ljbffr