Mercury Insurance

Claims Specialist

• Investigate and resolve moderately complex homeowners’ claims in a timely and efficient manner.
• Conduct field inspections at customer homes, at least 50% of work time, including travel to loss sites.
• Document claims with photographs, measurements, recorded interviews, file notes, and repair estimates.
• Handle virtual claims using imagery and advanced video technology with onsite vendors and insureds.
• Compare investigation findings against policies to determine coverage and extend or deny coverage.
• Establish reserve amounts within settlement authority and negotiate claim settlements.
• Recommend claims exceeding personal authority limits to a supervisor for approval.
• Communicate with insureds and representatives by phone, email, text, and written correspondence.
• Manage claims workload, progress, expenses, and inventory through resolution.
• Direct, monitor, and review files handled by independent adjusters when needed.
• Complete formal property claims training and transition into a field adjusting position after training.

Property Claims Specialist – Field II

Designer

• Lead discovery and current-state assessments to understand workflows, decision points, team interactions, role clarity, and sources of friction
• Establish business, customer, and employee outcomes, success criteria, baselines, and measurements for redesign efforts
• Lead end-to-end design of AI-optimized workflows combining human expertise and AI capabilities
• Lead workshops and stakeholder discussions to identify and prioritize AI optimization opportunities and implementation needs
• Assess and prioritize improvements to coordination, decision-making, handoffs, and team effectiveness
• Ensure redesigned processes and practices are documented, measurable, and embedded into day-to-day operations
• Monitor outcomes, gather stakeholder and user feedback, and identify course corrections and further improvements
• Own and evolve work design methods, tools, templates, and delivery approaches
• Establish trusted partnerships with senior leaders, team leaders, and teams across functions
• Translate transformation goals into practical redesign actions
• Advise leaders and teams through change with facilitation, communication support, and implementation guidance
• Lead pilots through full implementation with success measures, feedback loops, and change support
• Build dashboards tracking adoption of redesigned work
• Lead cross-functional efforts to gather feedback and metrics, surface insights, and identify improvement opportunities
• Maintain documentation, action logs, and decision records
• Use evidence to recommend what to refine, scale, or retire

Work Design & Innovation Manager

• Complete formal property claims training
• Transition into a property claims field adjusting position after training
• Travel to loss sites damaged by fire, water, weather, or other unexpected events
• Investigate and resolve moderate-complexity Homeowners claims
• Conduct field inspections at customers’ homes at least 50% of work time
• Document claims with photographs, measurements, recorded interviews, and file notes
• Write repair and damage estimates
• Handle claims virtually using imagery and advanced video technology
• Collaborate with onsite vendors and insureds
• Compare investigation findings with policy terms to determine coverage
• Extend or deny coverage as appropriate
• Establish reserves within settlement authority limits
• Negotiate claim settlements and refer claims exceeding authority to a supervisor
• Communicate with insureds and representatives by phone, email, text, and written correspondence
• Manage claims workload, progress, and expenses through resolution
• Direct, monitor, and review files handled by independent adjusters when needed

Property Claims Specialist II

Sales

• Manage and develop a sales territory consisting of independent agencies with more complex profiles
• Build relationships with agencies and optimize the growth potential of assigned agencies
• Prospect and appoint new agencies
• Meet or exceed year-over-year objectives
• Utilize Mercury sales tools
• Develop competitor intelligence
• Collaborate with team members on product, pricing, and agency management decisions
• Plan weekly in-person or virtual sales calls within assigned agency assignments
• Provide management with feedback and recommendations concerning market conditions, service levels, and company programs
• Respond to correspondence, comments, questions, and concerns from agents and/or customers
• Identify and vet agency prospects and select mutually beneficial agency relationships
• Assist management with special assignments
• Complete seminars and courses to enhance knowledge and skills
• Assist with interviews and train newly hired employees as needed
• Develop assigned agencies profitably
• Influence agents to quote and sell Mercury products
• Execute the strategy to grow Mercury market share within the assigned territory
• Adjust sales tactics based on company goals and industry conditions
• Coordinate with teams and departments to optimize company sales goals
• Mentor and train less experienced sales representatives
• Maintain a pipeline of agent prospects
• Use a need-based sales process to identify solutions to agency needs
• Complete strategic plans for assigned agencies
• Resolve complex issues with minimal supervision
• Support agencies with Mercury systems and point-of-sale platform
• Ensure agency teams are fully trained
• Drive results through regular agency contact, data, and metrics
• Hold agency owners accountable for agreed goals
• Communicate difficult situations and achieve buy-in
• Follow up consistently with agency partners and Mercury team members
• Use data analytics tools to coach agents on territory performance
• Assist in hiring and training new team members
• Gather competitor intelligence
• Attend group conventions and/or tradeshows as required
• Perform other duties as assigned

Property Claims Specialist – Field II

Work Design & Innovation Manager

Property Claims Specialist II

Senior Sales Representative, Bay Area