No matter your background, the insurance industry welcomes driven individuals ready to learn, grow, and succeed. 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.
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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 [email protected].
We are proud to be an equal opportunity employer.
