Total Loss Auto Telephone Claims Adjuster/Specialist

Investigates claims, negotiates settlements, and authorizes payments to customers for TOTAL LOSS AUTOs covered by a Grinnell Mutual policy to reach a fair settlement. Acts as company representative during the claims process providing service primarily via telephone and email.

This position qualifies for our flexible workplace options. Work at our Grinnell, Iowa, headquarters or from a home office in any of the following states: Alabama, Arizona, Florida, Georgia, Illinois, Indiana, Iowa, Maine, Minnesota, Missouri, Montana, Nebraska, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Dakota, Tennessee Texas, Virginia, Wisconsin, and Wyoming. Please note that candidates must be eligible to work in the U.S. without Grinnell Mutual sponsorship.

• Provides the highest level of service to all customers, who include policyholders, claimants, agents, loss control, underwriting, peers, and in-house TELEPHONE CLAIMS representatives.

• Investigates the facts of assigned property and casualty claims to determine coverages, damages, and negligence in a timely and efficient manner as outlined in Grinnell Mutual claims procedures.

• Gathers supporting data such as appraisals, interviews, police reports, medical bills, and statements related to the claim, using telephone and written correspondence. In consultation with manager, enlists the assistance of a field adjuster for additional on-the-scene information related to claim when required, e.g. photos, measurements, etc.

• Evaluates potential financial risk to the company and sets reserves based on current exposure. Updates reserves based on additional data or facts gathered. 

• Settles claims in a fair manner based on policy coverages and the information gathered during the investigation, without exceeding individual authority. Consults with manager proactively if settlement has potential to exceed authority limit. Provides recommendations and requests additional authority as appropriate.

• Ensures that payments are issued and that liability releases are obtained in a timely manner to assist with efficiently closing claims.

• Maintains a complete and well-documented file in order to support the decisions and settlement of the claim.

• Operates in accordance with applicable federal and individual states’ fair claim practices and regulations. Stays current with changing legislation, shares knowledge with co-workers and managers, and applies information as appropriate.

• Performs other duties as assigned.
  

• Bachelor's degree from four-year accredited college or university and two years property/casualty claims experience; or equivalent combination of education and experience. AIC or SCLA designation preferred.

• Ability to demonstrate good interpersonal, active listening, and customer service skills to bring claim to a resolution in a timely manner following Grinnell Mutual claims procedures. Includes being familiar with facts, patience, resistance to stress, persistent, empathetic, and decisive.

• Ability to professionally present information and respond to questions in one-on-one or group settings. Communication may be via the telephone phone, in person, or in written correspondence.

• Ability to think logically and make decisions regarding claim investigation using personal judgment, experience, and known facts and figures while following claims procedures to determine coverages, negligence, and damages.

• Ability to organize work, determine priorities, and meet deadlines established by claims guidelines while incurring frequent interruptions.

• Ability to read, analyze, interpret, and apply insurance terminology while reviewing contracts, business periodicals, professional journals, technical procedures, and governmental regulations to daily work.

• Ability to calculate figures and amounts such as interest, proportions, and percentages.

• Ability to work harmoniously with coworkers, including managers, and interact with customers and the general public in a tactful and courteous manner.

• Ability to maintain regular and predictable schedule to meet the needs of our customers and provide adequate coverage during our core business hours.

• Ability to operate basic office equipment, including computers, specialized claims applications, and Microsoft Office applications.

• Ability to maintain a valid driver’s license is preferred to allow flexibility to travel on occasion to claim sites or professional development opportunities.

Working conditions and physical efforts

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable a person with disabilities to perform the essential functions.

• The position is physically located in a cubicle setting within a typical office environment and requires an individual to sit for extensive periods while on the telephone and computer. The work is stimulating yet demanding. It can also be stressful when experiencing a high volume of claims, when assigned potentially large claims, or when working with many people facing a loss.

• The individual may occasionally be required to travel to actual claims sites when the volume is particularly high as a result of weather, accident, or other catastrophic situation. On these assignments, the individual may be required to stand, walk, stoop, kneel, crouch, crawl, or climb ladders/roofs, and be required to work inside or outside on a claim site. The individual may occasionally lift and/or move up to 25 pounds.

This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to give the employee a general sense of the responsibilities and expectations of his/her position. As the nature of the demands changes, so may the essential functions of this job.