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Claims Representative
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Boston, United States Plymouth Rock Assurance Full timeThe Total Loss Unit within our Automotive Claims Organization is responsible for identifying, negotiating and settling total losses to vehicles with both insureds and claimants. The Total Loss Claim Representative processes payments and is responsible for the documentation of assigned claims as well as coordinate disposition of the total loss salvage...
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Claims Team Lead, Total Loss
1 month ago
Claims Team Lead, Total Loss
Join Plymouth Rock Assurance as a Claims Team Lead in the Automotive Total Loss department In this new role, you will work collaboratively across the organization, and specifically within the Automotive Total Loss Unit. The Team Lead will be responsible for maintaining and overseeing the Salvage inventory, Salvage Claims Technicians, and Loan Payoff Technicians. We’re looking for a leader to foster a cohesive team culture and partner with supervisors to maximize our internal resources, ensuring top-tier efficiency and quality throughout the claims process. If you’re a problem solver with a passion for excellence, team building, and outstanding customer service, we want you to help drive our organization forward.
Essential Functions and Responsibilities
- Oversee the Salvage Inventory, maintaining and updating the salvage process
- Direct the Salvage Claims Technicians and the Loan Payoff Claim Technicians
- Review active and closed files in compliance with Quality Assurance program to identify trends, provide direction, and provide feedback to unit
- Foster an environment that is team oriented, customer responsive and quality driven
- Identify key issues from salvage process and implement process for communicating, tracking, and resolving root cause
- Proactively assist in salvage handling and processing of daily department work to ensure service level agreements are met
- Responsible for a small Fire & Theft claim pending; assist Total Loss, as needed
- Provide management with monthly analysis of quality trends and performance of claims associates and salvage recoveries.
- Develop, coach, and train new employees and existing associates in accordance with department procedures, regulatory changes, and major process improvements
- Assist in documenting and maintaining department procedures
- Become subject matter experts of department procedures, guidelines and provide feedback and input into potential enhancements
- Be available and approachable to address thoughtfully escalated issues, complaints, questions and inquiries
- Function in supervisory capacity when supervisor is unavailable or/and out of office
- Capable of working independently with minimal supervision
- Set a professional example in both approach and work ethic
- Other duties and special projects as assigned
Qualifications and Education
- A four year college degree is preferred, or equivalent professional experience
- Prior or current experience in a Total Loss Claims role
- Ability to adapt and remain positive in a changing environment
- Excellent organizational skills
- Exceptional analytical, critical thinking and problem solving skills
- Excellent written and oral communication skills
- Ability to multi-task and work under pressure
- Ability to listen and demonstrate good judgment while providing superior service to our agents and customers
- Obtain State License(s) as needed
Perks:
- Hybrid office schedule
- 4 weeks accrued paid time off + 9 paid national holidays per year
- Robust health, wellness, and fitness reimbursement programs
- 401(k) bonus
- Tuition reimbursement
- Auto and home insurance discounts
- Volunteer opportunities
- Matching gift program
- Company-paid life insurance and disability insurance plans
- Optional medical, dental, vision, legal, pet insurance, FSA and identity theft protection plans
- Free to use, full-size, employee only gym constructed Nov ‘23
About the Company
The Plymouth Rock Company and its affiliated group of companies write and manage over $1.7 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.
