Supervising Adjuster​/Customer Advocate

Position Summary

The Customer Advocate (CA) will elevate the customers’ needs and focus on delivering solution-based assistance throughout the life of a claim. The Customer Advocate is responsible for providing an exceptional customer experience to our external and internal customers by responding to verbal and written inquiries and resolving customer concerns in a professional and timely manner. This role works closely with all other departments to ensure customer satisfaction and loyalty.

• Acts as a Liaison for all parties to ensure timely investigations and coverage determinations.
• Communicate and explain coverage determinations and settlements with insureds and their representatives.
• Ensure all correspondence is provided timely to all relevant parties throughout the handling of the claim.
• Provide Claim Status Updates and respond to insureds and their representatives regarding claim inquiries and/or correspondence received.
• Receive and respond to inbound & outbound calls from insureds, public adjusters, attorneys, vendors, agents, and others regarding open and closed claims.
• Make initial contact with the insured and/or insured representative upon receipt of claim to answer immediate questions, provide contact information, and explain the claims process.
• Document the claim file with meaningful and detailed log notes to memorialize all conversations and email communications with the insureds and their representatives.
• Work closely with all internal and external customers to ensure an excellent customer experience.
• Maintain and properly manage assigned tasks to ensure all claims handling is completed in a timely manner and in compliance with WRM best practices and Florida State Statutes.
• Ability to work extended hours in the event of a catastrophe (CAT).
• Other administrative duties and assistance with projects.

• High School diploma required.
• 5+ years of property claims adjustment experience or similar experience required.
• Minimum two years of customer service experience in the insurance industry.
• Excellent communication, organizational, and problem‑solving skills.
• Knowledge of property insurance policy and coverage analysis.
• Ability to work independently and as part of a team.
• Florida licensed All‑Lines adjuster (620), at least 12 hours of yearly Continuing Education as required by the licensing division of DFS.

• 5 years experience providing customer service regarding homeowner’s insurance claims.
• Bachelor's degree in Finance, Insurance, Customer Relations.
• Proficient in Microsoft Office, including Word, Excel, and Outlook.

Due to current business and operational considerations, we currently hire employees residing in the following states at this time:
AL, AR, CA, CT, FL, GA, KY, MO, NC, NV, OH, SC, TN, TX, VA, WI
.

Candidates must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

WRM is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status. We take affirmative action to ensure that all employment decisions are based on merit, qualifications, and abilities.

Notice to Third Party Agencies: WRM does not accept unsolicited resumes from third party recruiting firms. Absent a signed Service Agreement by WRM’s Human Resources Department, WRM reserves the right to pursue and hire these candidates without financial obligation to recruiters or agencies.