About the position
The Customer Care Adjuster at Bear River Mutual Insurance Company plays a crucial role in providing exceptional customer service to insured individuals, claimants, and agents. This position involves handling First Notice of Loss (FNOL) intake, conducting thorough investigations, evaluating claims, negotiating resolutions, and ensuring compliance with relevant regulations. The adjuster is responsible for managing property loss claims, which includes documenting and organizing claim records to support payment decisions, conducting investigations into coverage, liability, and damages, and maintaining supporting evidence for either payment or denial of claims. In addition to these responsibilities, the Customer Care Adjuster will work closely with vehicle repair shops to ensure that repairs are completed accurately and that all supplement requests are handled appropriately. The role also involves managing the rental vehicle and towing processes associated with claims, auditing repair estimates for accuracy, and negotiating claims to reach fair resolutions. The adjuster must be adept at managing costs related to all aspects of the claims process and must have a solid understanding of the Utah Unfair Claim Practices Act to ensure compliance in all dealings. This position requires a blend of technical knowledge, customer service skills, and the ability to communicate effectively with various stakeholders. The ideal candidate will be well-organized, detail-oriented, and possess strong negotiation skills to resolve conflicts amicably while providing world-class service to both internal and external customers.
Responsibilities
- Provide world class customer service to internal and external customers
- Evaluate, document, and organize claim records to support payment
- Conduct a thorough investigation of coverage, liability, and damages and maintain supporting evidence for payment or denial
- Work with vehicle repair shops to ensure repairs are completed and all supplement requests are accurate
- Manage rental vehicle and towing process for claims
- Audit repair estimates for accuracy
- Negotiate claims to a fair resolution
- Manage costs associated with all aspects of the claims process
- Understand compliance with the Utah Unfair Claim Practices Act
Requirements
- College degree or equivalent experience
- 1-2 years claims handling experience
- 1 year of prior property claims handling experience
- 1 year contact center customer service experience
- Understanding of policy coverage and interpretation
- Understanding of First Notice of Loss (FNOL) intake process
- Working knowledge of auto/property damage estimating
- Knowledge of computer-related applications
Nice-to-haves
- Excellent communication and public relations skills
- Well organized and attentive to detail
- Excellent negotiation skills
- Strong computer and phone skills
- Ability to problem solve and resolve conflict amicably
Benefits
- Recognition as one of Utah's Best Companies to Work for by Utah Business Magazine
- Equal opportunity employer
- At-will employment
