Claims Representative

Mercury Insurance Company; Los Angeles (CA); On-site; USD 32,363 - 56,701; Full time

Benefits offered by this job

Competitive compensation

Flexible benefits

Paid time off

Bonus programs

Medical, dental, vision insurance

401(k) with company match

Education assistance

Professional development

Wellbeing resources

Job summary

Mercury Insurance is seeking a Claims Representative in California to investigate and resolve auto and property damage claims while delivering exceptional customer service. You will handle a high volume of calls, coordinate with teams, and document interactions in our systems.

The role requires strong communication, ability to multi-task in a fast-paced environment, and commitment to accurate, timely claim resolution.

Qualifications

• Customer service experience required.
• May be required to obtain a Company sponsored Adjuster’s license.
• Experience with high call volume in a professional call center is preferred.

Responsibilities

• Verifies and explains coverage to Policyholders and sets expectations.
• Sets reserves, arranges inspections, and referrals to specialty teams.
• Acts as primary customer contact and responds to inquiries with empathy.
• Resolves claims in a timely and accurate manner.
• Monitors progress and issues timely payments.
• Investigates claims by interviews, docs, and evidence.
• Documents interactions clearly in company systems.
• Escalates files with significant indemnity exposure or attorney involvement.

Skills

Customer service

Communication

Multitasking

Teamwork

Emotional intelligence

Remote accountability

Claims adjustment

MS Office

Claims software

Education

High School Diploma or GED

Associate degree

Adjuster license (sponsorship possible)

Tools

MS Office (Outlook, Word)

Claims software

Job description

Overview

Position Summary:

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2025!

If you’re passionate about helping people restore their lives when the unexpected happens, and providing the best customer experience, then our Mercury Insurance Claims team could be the place for you! We offer dynamic and challenging opportunities to those who want to make a meaningful impact.

Under general supervision, the Claims Representative is responsible for investigating and resolving auto physical damage and property damage claims in a timely and efficient manner, while providing exceptional customer service in a team environment. The Claims Representative will handle a high volume of calls and make regular contact with customers on multiple platforms, collaborating cohesively with other team members to achieve department goals.

At Mercury, we believe in nurturing growth, making time to have fun, and working together to make great things happen.

Geo-Salary Information

An in-person interview may be required during the hiring process

State specific pay scales for this role are as follows:

$22.11(CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$20.19(NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$18.26(UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

Essential Job Functions:

• Thoroughly verifies and explains coverage to Policyholders, setting clear expectations on the claims process.
• Sets reserves for anticipated losses, arranges vehicle inspections and rental authorizations, and makes referrals to specialty teams as warranted.
• Serves as the primary customer contact and coordinates with other departments; researches and timely responds to customer inquiries and/or concerns with empathy to ensure customer satisfaction and retention.
• Demonstrates the ability to resolve claims in a timely and accurate manner.
• Continuously monitors progress and exposures, issues accurate and timely payments.
• Investigates and evaluates claims by conducting interviews, reviewing documentation, and gathering evidence.
• Documents interactions, conversations, and activities related to claims in a clear and concise manner using company systems and tools.
• Identifies and escalates files with more significant indemnity exposure or attorney representation to their supervisor for review, transfer, or further investigation.

Qualifications

Minimum:

• High School Diploma or GED.

Preferred:

• Associate degree.
• You may be required to obtain a Company sponsored Adjuster’s license to handle claims, to be secured upon hire.

Experience

Minimum:

• Customer service experience required.

Preferred:

• 6-12 months of related experience.
• Experience with handling high call volume in a professional call center.

Skills & Abilities

Minimum:

• Solid comprehension of basic principles and practices of Company policies upon completion of a formal and informal training program.
• Ability to multi-task in a fast-paced environment, prioritize responsibilities, and deliver accurate work-product to expedite claims resolution and manage a high volume of claims.
• Has a passion for serving customers in their time of need.
• Possesses effective written and verbal communication skills to professionally represent the Company in multi-channel correspondence with Policyholders, agents, claimants, and other insurance carriers.
• Independently makes high-quality claims adjusting decisions.
• Collaborates well with others. We are one team with a common goal.
• Ability to build rapport utilizing emotional intelligence.
• Views conflict resolution as an opportunity.
• Has self-motivation and accountability while working remotely.
• Demonstrated proficiency with MS Office products (Outlook, Word) and claims related software.
• Must have dedicated workspace that is free from distractions.

Preferred:

• Demonstrates intellectual curiosity by seeking out efficiencies through process improvement or technology.
• Takes ownership of any process they can improve.
• Assumes positive intent in all interactions.
• Seeks growth within and beyond this role.

About the Company

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

Perks and Benefits

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401(k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

Pay Range

USD $32,363.00 - USD $56,701.00 /Yr.