Claims Representative, Total Loss

This position is responsible for the handling of Auto Property Total Loss Claims in accordance with NJ Unfair Practices Act. The environment is fast paced with heavy phone work. Strong customer service, organizational, math, verbal, and written skills are required. The position requires patience and the ability to function professionally in adversarial situations.

 

RESPONSIBILITIES

Claim Negotiation & Settlement

• Negotiate and communicate first- and third-party total loss settlements per company and state guidelines across multiple jurisdictions (NY, NJ, PA, MA, CT).
• Review damage estimates to confirm vehicles are total losses.
• Settle claims within individual authority; escalate or seek supervisor approval when appropriate.
• Prepare payments to vehicle owners, banks, and lease companies.

Documentation & Compliance

• Document all settlements and actions in the claim file system.
• Maintain an effective diary system on pending files to ensure timely resolution.
• Adhere to privacy guidelines, laws, and regulations pertaining to claims handling.

Customer Communication

• Keep insureds and claimants updated on claim status and emerging issues.
• Act as an intermediary between the company, preferred vendors, and customers.
• Resolve disputes professionally, even in adversarial situations.

Vendor & Salvage Coordination

• Work directly with salvage vendors to move first-party vehicles and obtain salvage bids on third-party vehicles.
• Ensure service, loss, and expense control are always maintained.

Workflow & Adaptability

• Prioritize and handle multiple tasks simultaneously in a fast-paced environment.
• Adjust quickly to fluctuating workload.
• Participate in catastrophic claim handling as requested.
• Obtain state licenses as needed.

QUALIFICATIONS

• College degree or equivalent experience.
• 1–2 years of claims handling or related insurance experience preferred.
• Basic understanding of vehicle types, features, and terminology.
• Familiarity with vehicle financing and leasing concepts.
• Strong negotiation, conflict resolution, and customer service skills.
• Proficiency with Microsoft Office Suite and claims management systems.
• Comfortable conducting searches on auto sales sites to validate availability and pricing.
• Ability to manage high call volumes with professionalism and patience.

SALARY RANGE

The pay range for this position is $50,000 to $74,000 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.​

PERKS & BENEFITS

• 4 weeks accrued paid time off, 8 paid national holidays, and 2 floating holidays per year
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Annual 401(k) Employer Contribution
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Robust health and wellness program and fitness reimbursements
• Various Paid Family leave options including Paid Parental Leave
• Tuition Reimbursement 

 
ABOUT THE COMPANY

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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Providing personal and commercial property and casualty insurance products.