Express Auto Damage Insurance Claim Rep (Hybrid)

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.

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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 talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.