Adjuster Service Claims

EPITEC; City of Syracuse (NY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

EPITEC is seeking an Adjuster for Service Claims to manage a portfolio of moderately complex cases from intake to resolution. You will determine coverage, conduct investigations, evaluate damages, and negotiate settlements in compliance with policy terms and jurisdictional requirements.

The role requires strong communication, analytical thinking, and collaboration with underwriting, legal, and other stakeholders. Hybrid work setup with a focus on claims processing efficiency and customer care.

Qualifications

• Associate degree required; bachelor's degree preferred.
• 2–3 years of frontline auto claim handling and investigations.
• Proficient with MS Office; Guidewire experience is a plus.
• Remote home internet connection (min 50 Mbps/10 Mbps) for hybrid work.

Responsibilities

• Manage 80–120 moderately complex service claims from intake to resolution.
• Conduct investigations, assess liability, evaluate damages, and settle claims within authority.
• Collaborate with underwriting, legal, and other teams for thorough evaluations.
• Identify subrogation potential and set up files to support recovery.
• Refer suspicious claims to Special Investigation Unit and maintain detailed documentation.
• Mentor entry‑level adjusters and represent the company in mediations or trials as needed.

Skills

Communication

Negotiation

Critical thinking

Organization

Collaboration

Customer service

Education

Associate degree

Bachelor's degree preferred

Tools

MS Office

Guidewire

Job description

Location Consideration

Available at the following office locations:

• Worcester, MA
• Itasca, IL
• Howell, MI

Location Consideration

Available at the following office locations:

• Worcester, MA
• Syracuse, NY
• Itasca, IL
• Howell, MI

Summary

The Adjuster Service Claims is responsible for managing a caseload of moderately complex claims from initiation to resolution. This includes determining coverage and liability, conducting thorough investigations, evaluating damages, and negotiating settlements in accordance with policy terms, best practices, and jurisdictional requirements. The role involves direct communication with insureds and third parties, as well as accurate input and management of claim data.

Responsibilities

• Manage an active pending inventory of approximately 80-120 moderately complex service claims from intake through resolution, receiving an average of 5 new claims daily.
• Conduct thorough investigations, assess liability, handle loop calls, and evaluate damages using established procedures.
• Engage underwriting, legal, and other core stakeholders for comprehensive investigation and evaluations.
• Identify and assign subrogation potential appropriately; set up files to support successful recovery efforts.
• Identify possibly suspicious claims and refer them to the Special Investigation Unit.
• Transfer risk to appropriate parties and implement management techniques to mitigate loss.
• Set reserves and authorize payments within specific limits and moderate scope of authority; utilize discretion and independent judgment.
• Utilize technology and data tools to enhance claims processing efficiency and accuracy in a paperless environment.
• Resolve claims with empathy and customer‑centricity; handle sensitive communications professionally and translate complex information for diverse audiences.
• Maintain detailed, compliant, and clear documentation of claim activities and communications so files are easily understood by others.
• Maintain appropriate adjuster licenses and continuing education credits across required states.
• Mentor entry‑level adjusters and share best practices learned through training and experience.
• May represent the company in mediations, arbitrations, and trials.

Skills and Experience

• Education: Associate degree required; bachelor's degree preferred or an equivalent combination of education and experience.
• Experience: Typically requires 2-3 years of relevant front‑line Auto claim‑handling, investigation, and phone queue experience, including handling third party handling and liability determinations.
• Technical Proficiency: Proficient with basic computer navigation, toggling between multiple systems/applications, and utilizing the MS Office suite; Guidewire experience is a plus.
• Remote Setup: Must possess and maintain a sufficient home‑based internet connection (minimum 50 Mbps download / 10 Mbps upload) to ensure productivity in a hybrid environment.
• Negotiation Skills: Ability to learn and handle negotiation conversations independently within authority limits, understanding common tactics for moderately complex resolutions.
• Communication: Clear, professional, and empathetic communication skills across all channels with the ability to de‑escalate challenging customer calls.
• Critical Thinking: Operates with decision‑making latitude to anticipate, identify, and adapt solutions to changing situations and priorities.
• Organization: Strong organizational and time‑management skills to effectively manage multiple tasks and strict deadlines.
• Collaboration: Fosters an environment of teamwork, maintains constructive relationships despite differing perspectives, and actively supports teammates with workload management.

Physical Demands & Work Environment

• Ability to use a personal computer, phone systems, and standard office equipment.
• Ability to sit and/or stand for extended periods (75%-90%) in a standard office or remote workspace setting.
• Ability to perform effectively in a dynamic, fast‑paced environments.