Commercial Lines Claims Advocate

PDCM |
Waterloo, IA |
Hybrid |
Full-Time

As a Commercial Lines Claims Advocate, you'll be a trusted resource for clients navigating one of the most important moments in the insurance lifecycle: the claims process. Your ability to guide clients, coordinate communication, and advocate for timely resolutions will help deliver a positive claims experience while reinforcing confidence in their insurance program.

In this role, you'll work closely with clients, producers, carriers, and internal service teams to ensure claims are submitted accurately, tracked proactively, and resolved efficiently. You'll play an important role in strengthening client relationships, supporting account retention, and helping clients achieve the best possible claim outcomes.

• Serve as the primary point of contact for insured clients throughout the claims process, providing guidance, updates, and support from claim initiation through resolution.
• Coordinate communication between clients, carriers, producers, and internal teams to ensure alignment, transparency, and timely follow-up.
• Prepare and submit claims documentation, ensuring all information is complete, accurate, and submitted within required time frames.
• Monitor claim activity, proactively follow up on open claims, and help drive timely claim handling and resolution.
• Review policy documentation and coverage information to support claim submissions and coverage discussions.
• Facilitate claim review meetings, prepare client claim summaries, and support strategic discussions for complex or large accounts.
• Maintain accurate records of claim activity, communications, and follow-up actions within agency management systems.

• Client-focused and empathetic, with a genuine desire to help others during challenging situations.
• Organized and capable of managing multiple claims, priorities, and deadlines simultaneously.
• A proactive communicator who keeps stakeholders informed and follows through on commitments.
• Detail-oriented when reviewing documentation, policy information, and claim records.
• A persistent problem solver who works diligently to advance claims and remove obstacles.
• Collaborative and effective at building relationships with clients, carriers, producers, and teammates.
• Committed to professionalism, confidentiality, and exceptional client service.

• Prior customer service experience, preferably within insurance, claims, account management, or a client support environment.
• Active Iowa Property & Casualty insurance license, or ability to obtain and maintain required licensing.
• High school diploma or GED.
• Strong written and verbal communication skills with the ability to provide professional and empathetic support.
• Excellent organizational skills and the ability to prioritize, multitask, and manage follow-up activities effectively.
• Strong attention to detail and commitment to maintaining accurate claim documentation.
• Proficiency with Microsoft Office Suite and agency management, CRM, or claims-related systems.
• Ability to work collaboratively with clients, carriers, producers, and internal teams.
• Commitment to confidentiality, ethical business practices, and ongoing professional development.

• Associate's or Bachelor's degree in Business Administration or a related field.
• 2+ years of Commercial Lines insurance experience in claims advocacy, customer support, account management, or a related role.
• Knowledge of commercial insurance claims processes, carrier procedures, policy interpretation, and coverage discussions.
• Experience supporting large commercial accounts and coordinating claims review meetings.
• Familiarity with HIPAA requirements and handling sensitive or protected information.
• Experience…