Mercury Insurance Services

• Write high-quality code for complex scenarios with good test coverage. • Review and translate product requirements into robust designs to ensure high-quality distributed application systems that are modular, configurable, reusable, fast, effective, user-friendly, secure, compliant, scalable, and maintainable. • Lead design and code reviews of multiple applications to ensure best practices, adherence to Mercury standards, and high quality. • Lead the sprint team to deliver new or improved features, addressing any impediments to delivering high-quality solutions in the sprint backlog. • Collaborate with other teams and stakeholders to ensure successful delivery of intended functionality. • Mentor and provide technical guidance to other engineers on the team, fostering a culture of innovation and excellence within Mercury engineering.

Role Description If you’re passionate about helping people restore their lives when the unexpected happens, and providing high-quality customer experiences, 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. With ongoing guidance and support, the Claims Specialist II takes the lead in guiding customers through the claims process. You will: - Investigate and process claims for damage to vehicles and other property as well as moderate bodily injury claims. - Focus on accurate and efficient claims to prevent unnecessary expense to the Company and policyholders. - Provide excellent customer service to ensure our customers have a positive experience and feel valued and supported. At Mercury, we believe in nurturing growth, making time to have fun, and working together to make great things happen. Qualifications - High school diploma or equivalent, Bachelor’s degree preferred. - 6 months’ customer service experience in a high-volume work environment or equivalent combination of education and experience. - 6-12 months’ claims adjusting experience, preferred. - Prior experience working in a remote environment is a plus. Requirements - An in-person interview may be required during the hiring process. - For positions that work remotely or in a hybrid work-from-home environment, team members must maintain reliable high-speed internet service that supports day-to-day job responsibilities. At a minimum, internet service must provide 25 Mbps download speed. - This position is a work from home position that requires a dedicated workspace, free from distractions. - Physical Requirements: - Continuously (66%-100%): Must be able to maintain a sedentary position for extended periods, communicate (electronically and telephonically) with team members, customers, and external parties, operate and type on a computer, laptop, and/or other Company-issued electronic device for extended periods, and access and operate Company computer system. - Occasionally (Up to 33%): Must be able to bend, stoop, reach, climb, and/or stand to access files, documents, and other equipment; grasp, open, and close drawers, filing cabinets, and other equipment. Benefits - Competitive compensation. - Flexibility to work from anywhere in the United States for most positions. - Paid time off (vacation time, sick time, 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.

• Lead project planning, resource allocation, and monitoring to ensure projects stay on schedule and within budget, utilizing agile principles. • Motivate cross-functional teams to meet deadlines and deliverables, fostering a collaborative and agile working environment. • Accountable for delivering technical projects on time, within budget, and with successful outcomes. • Develop comprehensive project plans encompassing scope management, deliverables, milestones, resource management, finance, and quality management. • Manage multiple projects/scrum teams simultaneously, ensuring effective adherence to Agile practices. • Facilitate backlog grooming sessions with cross-functional teams. • Maintain and prioritize the requirements backlog. • Collaborate with Product Management to drive sprint planning sessions. • Proactively remove impediments for project teams. • Monitor and communicate project health, manage interdependencies, and define critical milestones.

• Lead end-to-end software engineering initiatives that improve digital funnel performance, reduce system errors, and increase conversion across quote, bind, and onboarding experiences. • Define and execute the engineering vision, roadmap, and operating model for Mercury’s online experience and growth platforms. • Design, build, and modernize cloud-based applications and platform components, including migrations, UI rebuilds, and integrated service experiences that support scalable business growth. • Develop and deploy application features that improve customer and partner experience, including workflow automation, real-time status visibility, secure transaction capabilities, and self-service tools. • Apply AI and predictive modeling techniques to optimize decisioning, personalize user journeys, identify leakage or performance issues, and drive measurable improvements in operational efficiency and customer outcomes. • Establish and monitor key engineering, customer, and business performance metrics; use data and experimentation to improve conversion, reliability, speed, and adoption. • Lead large-scale modernization and transformation efforts, including platform simplification, service integration, legacy remediation, and cloud enablement. • Partner across product, QA, UAT, analytics, operations, and business teams to deliver high-impact releases on schedule and translate business priorities into technical solutions.

• In-person interview may be required during the hiring process • Manage relationships with internal and external customers/vendors

• Supervise the professional staff in the handling of property claims within specified unit by assigning new and transferred losses to staff, reviewing initial investigations, evaluations, demands, authority for settlement, reserve recommendations, etc., providing guidance and recommending action plans. • Assists in the development of basic objectives, procedures, and operations of the branch; analyzes operating results relative to established guidelines and takes appropriate action to improve performance and productivity. • Assists in the direction of the claims branch to minimize indemnity and expense impact, to ensure appropriate reserve levels, and to implement claims objectives, policies, and procedures. • Maintains performance records and prepares reports for management regarding unit operations, production, and expenses, as necessary. • Ensure excellent customer service is provided by Property Claims professionals and directly address escalated customer service issues. • May review and approve utilization of vendors for investigative purposes to ensure proper expense controls exist. • Represents the Company and branch in relationships with consumers, government agencies, independent vendors, and agents. • Screens files for possible coverage issues, fraudulent or inflated claims or questionable activity and transfers files to appropriate department for further investigation as needed. • Reviews team member work quality and service interactions with customers by conducting ride-alongs, sit-alongs and file reviews

• 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.

• Team Leadership and Development • Recruitment & Training: Identify and onboard top talent for the Sales team. • Conduct comprehensive training programs to equip team members with product knowledge, sales techniques, and industry insights. • Performance Management: Monitor performance metrics and conduct regular performance reviews to provide constructive feedback and recognition. • Coaching & Mentorship: Foster a culture of continuous learning through one-on-one coaching sessions, team workshops, in the field ride-alongs, and role-playing exercises to enhance selling skills. • Sales Strategy and Execution • Sales Planning: Develop and execute strategic sales plans to drive new business growth. • Tailor strategies based on specific agency models, opportunity, and desired outcomes. • Pipeline Management: Oversee the sales pipeline, ensuring effective engagement activity, platform channel, and conversion processes. • Target Achievement: Monitor key performance indicators (KPIs) and sales metrics to assess team performance, adjust strategies as necessary, and ensure the achievement of targets and goals. • Market Analysis and Strategy Development • Industry Research: Stay abreast of market trends, competitor activities, and regulatory changes impacting the P&C insurance sector. • Leverage insights to inform strategic decision-making. • Cross-Functional Collaboration • Collaboration with Departments: Work closely with Product, Underwriting, and Customer Service teams to align sales initiatives with targeted segments, product offerings, and service delivery.

• Investigate and resolve Homeowners claims of moderate complexity in a prompt and efficient manner. • Document with photographs, measurements, recorded interviews as needed, write a repair estimate to capture damages, and complete thorough file notes. • Ability to use imagery and advanced video technology to collaborate with onsite vendors and insureds to identify damage and write damage estimates from a virtual setting. • Compare facts gathered during the investigation against the policy to determine coverage of claim; extend or deny coverage as appropriate. • Establishes reserve amounts within prescribed settlement authority limit and negotiates settlement of claims; recommends claims which exceed personal authority limit to supervisor for approval. • Responsible for effectively and timely communicating with insureds and /or their representatives to resolve issues and ensure customer satisfaction.

• Define and lead the enterprise data architecture strategy, target state, and multi-year roadmap for Mercury’s data platform • Establish reference architectures, standards, and guardrails for data ingestion, transformation, modeling, orchestration, quality, observability, and consumption • Drive architecture decisions for enterprise data platforms, including EDW, lakehouse, streaming, operational data integration, and domain-oriented data products • Partner with senior Technology and business leaders to align data investments to enterprise priorities, business value, and long-term scalability • Evaluate current-state architecture, identify gaps, and lead rationalization of tools, patterns, and technical debt across the data ecosystem • Provide technical direction and architectural leadership to data engineering, analytics engineering, and platform teams • Set standards for design quality, model integrity, operational excellence, and scalable delivery across the Enterprise Data & Operations function • Mentor engineers and technical leaders in architectural thinking, modern engineering practices, and delivery excellence • Design, develop, and oversee end-to-end enterprise data solutions supporting multiple data domains, data marts, and analytics use cases • Ensure scalable batch and streaming data pipelines are built to support both enterprise reporting and advanced analytics environments • Own the reliability, quality, consistency, and observability of Mercury’s core data assets and pipelines • Define service levels and operational standards for critical data products and pipelines • Partner across Product, Engineering, Data Science, Analytics, and business teams to ensure the data platform enables real business outcomes • Lead proof of concepts, architecture reviews, and technology evaluations for new tools and capabilities