Claim Rep, Adverse Subrogation; Hybrid

Summary

We are seeking an Adverse Subrogation Adjuster to support our subrogation recovery efforts by investigating, evaluating, negotiating, and settling first‑ and third‑party subrogation claims. The role focuses on achieving the most appropriate recovery percentage attainable while balancing cost, quality, and customer experience. This position primarily handles adverse subrogation claims arising from personal and commercial automobile policies, with exposure to arbitration and litigation matters.

Homeowner claims and multi‑state policies may also be included as business needs require. This is a hybrid role in Webster, MA (2 days in office/3 days remote).

• Understand and comply with all customer service standards.
• Assure adherence to internal and external claims handling procedures, workflows and standards.
• Assure that verbal and written communications are timely, clear, concise and empathetic.
• Effectively manage ACD telephone system/features by complying with Log In/Log Out, AUX and ACW expectations and standards.
• Conduct thorough and prompt investigations of accidents to make timely coverage and liability determinations.
• Recognize customer service opportunities and promptly respond to customers’ needs.
• May develop rapport and build relationships with regional claims office staff.

• Investigate and negotiate settlement of claims within approved authority levels for the most appropriate percent attainable while considering costs and meeting departmental standards.
• Utilize available databases to effectively manage assigned claims.
• Ensure that all parties involved in a loss are contacted to make an accurate determination as to coverage and liability while identifying claim exposures.
• Achieve Subrogation Department standards through proper management of assigned caseload.
• Maintain current diary status and meet open/close productivity standards.
• Assure timely authorization and adjustment of direct third party rental claims if applicable.
• Adhere to established practices and procedures as well as applying existing state laws and regulations.
• Acquire expertise in the usage of MS Word Letters and Forms.

• Investigate and evaluate liability and apply the correct state laws regarding comparative negligence and joint tort feasor.
• Actively participate in subrogation training modules, demonstrating appropriate levels of technical and procedural job knowledge.
• Identify and investigate potentially fraudulent claims and develop action plans with supervisory assistance.
• Secure monthly payment plans and submit license revocation requests when appropriate.
• Address Division of Insurance correspondence and bad faith allegations and prepare responses with supervisory assistance.
• If needed, develop knowledge of the multi‑state auto policies and homeowner policy and coverages; especially understand how the various state policies apply deductible provisions for uninsured motorist and recovery for PIP and Med Pay benefits.
• If needed, secure monthly payment plans and submit license revocation requests when appropriate.
• If needed, respond to incoming PD, PIP and Med Pay arbitrations and issue payment on these claims as warranted in a timely manner.

• Attend and participate in unit/department meetings. Build effective and professional business relationships.
• Foster teamwork within the unit/department.
• Demonstrate commitment to company standards, procedures, and expectations.
• Embrace our Ten Caring Corporate Values and Customer Service Profile in daily interactions.
• Management has identified this position to require essential personnel. In the case of severe weather or other emergency situations, specific key individuals who are in this position will be required to report to work, regardless of the company being closed.

• Education:
  
  Bachelor’s Degree or professional level of knowledge in a specialized field, or equivalent, related experience.
• Experience:
  
  0 - 2 years - or Associates Degree equivalent plus 2 - 4 years experience.
• Experience should include a minimum of one year Contact Center Claim Services or equivalent.
• Excellent customer service…