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Role Description

If you’re passionate about helping people restore their lives when the unexpected happens, and providing the best customer experience, then our Mercury Insurance Claims team could be the place for you! We offer dynamic and challenging opportunities to those who want to make a meaningful impact.

Upon completion of our comprehensive training program, and with ongoing guidance and support, the Appraisal Specialist takes the lead in researching vehicle values and negotiating total loss settlements accurately, efficiently and with excellent customer service.

At Mercury, we believe in nurturing growth, making time to have fun, and working together to make great things happen.

Responsibilities

• Research actual cash value of vehicles by gathering and analyzing current market information to reach an equitable settlement of damages for losses due to theft and collision, while maintaining good customer service and shop relations.
• Confirms title status, researches any customizations, prior damage and condition. Identifies irregularities such as vehicles with salvage titles, grey market vehicles, custom/modified vehicles, and prior damage to determine their true market value.
• Reviews DMV reports and identifies the correct transfer of ownership documents to send to the registered owner, secures lienholder payoff amounts and Letter of Guarantee.
• Negotiates storage fees with body shops and towing yards.
• Responds to written correspondence in a timely and efficient manner. Routes correspondence to Claims Document Processing to obtain correct paperwork when needed.
• Stays updated on current vehicle values, industry and market trends, State licensing, and Company policy and procedures.
• Contacts adjusters to confirm coverage, determine potential limits issues or possible fraudulent activity, and obtains approval to settle property damage.
• Initiates contact with insureds/claimants or their representatives regarding total loss.
• Completes and maintains comprehensive documentation of material damage information for assigned files and submits appropriate reports in a timely manner.

Qualifications

• Minimum: High School Diploma or GED
• You will be required to obtain a Company sponsored Adjuster’s license to handle claims, which will include a fingerprint background check, to be secured upon hire.
• Preferred: Associate Degree
• Minimum: Experience with Total Loss handling or customer service experience.
• Preferred: 6+ months related experience.
• Preferred: Experience with handling high call volume in a professional call center.

Skills & Abilities

• Minimum: Solid comprehension of basic principles and practices of Company policies and procedures upon completion of formal and informal Claims Training.
• Minimum: Ability to multi-task in a fast-paced environment, prioritize responsibilities, and deliver accurate work products to expedite a claims resolution.
• Minimum: Has a passion for serving customers in their time of need.
• Minimum: Possesses advanced written and verbal communication skills to professionally represent the Company in multi-channel correspondence with internal and external customers.
• Minimum: Ability to facilitate engagement to maintain high morale and ensure employee retention.
• Minimum: Collaborates well with others. We are one team with a common goal.
• Minimum: Ability to build rapport utilizing emotional intelligence.
• Minimum: Views conflict resolution as an opportunity.
• Minimum: Has self-motivation and accountability while working remotely.
• Minimum: Demonstrated proficiency with MS Office products (Outlook, Word, Teams) and claims related software.
• Minimum: Must have dedicated workspace that is free from distractions.
• Preferred: Demonstrates intellectual curiosity by seeking out efficiencies through process improvement or technology.
• Preferred: Takes ownership of any process they can improve.
• Preferred: Assumes positive intent in all interactions.
• Preferred: Seeks growth within and beyond this role.