Claims Representative

Mercury Insurance

Claims Representative at Mercury Insurance investigating and resolving auto and property damage claims. Providing exceptional customer service in a team environment with a high volume of calls.

Posted 4/30/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $32,363 - $56,701 per yearWebsite

About the role

Key responsibilities & impact

Investigating and resolving auto physical damage and property damage claims in a timely and efficient manner
Providing exceptional customer service in a team environment
Handling a high volume of calls and making regular contact with customers on multiple platforms
Collaborating cohesively with other team members to achieve department goals
Thoroughly verifying and explaining coverage to Policyholders, setting clear expectations on the claims process
Setting reserves for anticipated losses, arranging vehicle inspections and rental authorizations, and makes referrals to specialty teams as warranted
Serving as the primary customer contact and coordinating with other departments; researching and timely responding to customer inquiries and/or concerns with empathy to ensure customer satisfaction and retention
Demonstrating the ability to resolve claims in a timely and accurate manner
Continuously monitoring progress and exposures, issuing accurate and timely payments
Investigating and evaluating claims by conducting interviews, reviewing documentation, and gathering evidence
Documenting interactions, conversations, and activities related to claims in a clear and concise manner using company systems and tools
Identifying and escalating files with more significant indemnity exposure or attorney representation to their supervisor for review, transfer, or further investigation

Requirements

What you’ll need

High School Diploma or GED
You may be required to obtain a Company sponsored Adjuster’s license to handle claims, to be secured upon hire
Customer service experience required
6-12 months of related experience preferred
Experience with handling high call volume in a professional call center preferred
Solid comprehension of basic principles and practices of Company policies upon completion of a formal and informal training program
Ability to multi-task in a fast-paced environment, prioritize responsibilities, and deliver accurate work-product to expedite claims resolution and manage a high volume of claims
Has a passion for serving customers in their time of need
Possesses effective written and verbal communication skills to professionally represent the Company in multi-channel correspondence with Policyholders, agents, claimants, and other insurance carriers
Independently makes high-quality claims adjusting decisions
Collaborates well with others
Ability to build rapport utilizing emotional intelligence
Views conflict resolution as an opportunity
Has self-motivation and accountability while working remotely
Demonstrated proficiency with MS Office products (Outlook, Word) and claims related software
Must have dedicated workspace that is free from distractions
Demonstrates intellectual curiosity by seeking out efficiencies through process improvement or technology preferred
Takes ownership of any process they can improve
Assumes positive intent in all interactions
Seeks growth within and beyond this role

Benefits

Comp & perks

Competitive compensation
Flexibility to work from anywhere in the United States for most positions
Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Engaging work environment
Promotional opportunities
Education assistance
Professional and personal development opportunities
Company recognition program
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

claims adjustinginvestigating claimsevaluating claimssetting reservesdocumenting interactionscustomer servicemulti-taskingconflict resolutionprocess improvementhigh call volume handling

Soft Skills

effective communicationempathycollaborationself-motivationaccountabilityemotional intelligencecustomer focusproblem-solvingtime managementadaptability

Certifications

Adjuster’s license