• Collaborate and communicate with agents, policyholders and internal stakeholders on claims of medium complexity/severity • Investigate losses, identify coverage, evaluate liability and damages, review and analyze documents and legal pleadings • Develop plan of action to proactively conclude claims, timely evaluate damages, engage other parties in negotiations and settle claims pursuant to guidelines • Establish and maintain proper reserves for each claim to accurately reflect the financial exposure • Collaborate with internal partners to address contractual indemnifications and/or additional insured coverage issues • Review and interpret commercial insurance policies and accordingly communicate coverage issues verbally and in writing

The Claims Administrator is responsible for supporting the efficient and accurate processing of insurance claims. This role involves liaising with customers, veterinary practices, and internal stakeholders to gather required information, assess claims, and communicate outcomes. The position requires strong attention to detail, excellent communication skills, and the ability to manage tasks in a timely and professional manner while meeting service and regulatory standards. - Actively chase, request and gather information required for claims assessment and underwriting referrals. - Approve claims and communicate outcomes clearly to customers. - Communicate claim decline decisions professionally and sensitively. - Respond to claim enquiries via phone and email. - Answer and resolve inbound customer queries. - Maintain clear, efficient communication with customers, veterinary practices and other third parties to obtain information and progress claims. - Ensure customer satisfaction is exceeded while meeting company and regulatory service standards. - Produce high-quality documentation and maintain accurate records in internal systems. - Complete a variety of administrative tasks with strong attention to detail. - Complete daily tasks in a timely manner, using effective problem-solving skills. - Ensure team SLA and KPI targets are consistently met. - Maintain comprehensive knowledge of company products. - Undertake regular learning and development in line with company and FCA requirements. - Share knowledge and expertise with colleagues. - Support other departments when required. - Proactively identify and contribute to improvements in operational claims processes.

We are seeking a motivated and detail-oriented Remote Guest Experience Specialist to join our remote team. In this role, you will assist customers with inquiries, scheduling, account updates, and service coordination while delivering a high level of professionalism and care. This position is ideal for someone who enjoys helping people, solving problems, and working in a fast-paced remote environment. You will serve as a key point of contact for customers, ensuring a smooth and positive experience from initial request through follow-up support. Requirements - Previous experience in customer service, hospitality, call center, or administrative roles preferred - Strong written and verbal communication skills - Comfortable working independently in a remote environment - Basic computer skills and ability to learn new systems quickly - Reliable internet connection and a distraction-free workspace - Strong attention to detail and organizational skills - Positive attitude and solution-focused mindset Benefits - Remote work flexibility - Competitive pay with performance-based opportunities - Flexible scheduling options - Ongoing training and professional development - Supportive and collaborative team environment - Advancement opportunities based on performance Key Responsibilities - Respond to customer inquiries via email, chat, and phone in a timely and professional manner - Assist with service requests, scheduling updates, and general account support - Provide clear information about available services and options - Maintain accurate records using internal systems and CRM tools - Resolve basic customer concerns and escalate complex issues when necessary - Follow internal processes to ensure quality and consistency - Support team initiatives and ongoing customer experience improvements Equal Opportunity We celebrate diversity and are committed to creating an inclusive environment for all team members. All qualified applicants will be considered without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, or disability.

Role Description If you’re passionate about helping people restore their lives when the unexpected happens to their homes and providing the best customer experience, then our Mercury Insurance Property Claims team could be the place for you! Upon completion of the training program, ideal candidates will transition into a property claims field adjusting position traveling to loss sites that have been damaged by fire, water, weather, or other unexpected events. You may also handle some claims via virtual technology and/or collaborate with vendors. The Property Claims Field Adjuster will learn to apply knowledge of current Company policies, applicable regulatory standards, and procedures to investigate, evaluate, and settle minor to moderate Homeowner's property claims in a timely and efficient manner as to prevent unnecessary expense to the Company and policyholders, and provide exceptional service to our customers. Responsibilities - Investigate and resolve Homeowners claims of minor to moderate complexity in a timely 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 perform field inspections at least 50% of work time (company car provided). - Travel to customers’ homes to conduct on-site inspections, thoroughly investigate coverage, and prepare detailed estimates. - Handle virtual claims using imagery and advanced video technology to collaborate with onsite vendors and insureds. - Compare facts gathered during the investigation against the policy to determine coverage of claim; extend or deny coverage as appropriate. - Establish reserve amounts within prescribed settlement authority limit and negotiate settlement of claims. - Responsible for effectively and timely communicating with insureds and/or their representatives. - Prioritize responsibilities and manage claims workload to monitor progress and expenses. - Direct, monitor, and review files handled by independent adjusters to conclusion when needed. - Other functions may be assigned. Qualifications - Bachelor’s degree preferred or equivalent combination of education and experience. - Valid driver’s license is required. - Ability to obtain state specific property claims licensing, as required. - Must successfully participate and complete formal property claims training program. - Prior experience using estimating software like Xactimate. - Experience in a related field: property claims experience, customer service environment, construction, restoration, mitigation. - Known for clear and professional communication, both written and verbal. - Bilingual and/or prior military experience is a plus. - 1-3 years equivalent industry experience is preferred. Requirements - Ability to work independently with limited supervision. - Passion for outstanding customer service. - Ability to make quality decisions based on analysis, wisdom, experience, and judgment. - Comfortable with and adaptable to new technology and business tools. - Ability to seamlessly transition between various methods of inspection. - May include climbing ladders to inspect roofing or attic space and inspection of crawl spaces. - Ability to lift and carry up to 50 pounds. - Strong organizational, time management, and prioritization skills. - Willingness to work flexible shifts and overtime as needed. - Drive to and from multiple locations and occasionally outside of normal business hours. Benefits - 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. Company Description At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it. Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life. We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.