Claims Service Representative

Merchants; Buffalo (NY); Hybrid; USD 29,000 - 37,000; Full time

Benefits offered by this job

Flexible work arrangements

Hybrid work schedule

Generous paid time off

Full Benefits: Health, Dental, Vision,

401(k) employer match up to 6%

Tuition reimbursement

Job summary

Merchants Insurance Group in Buffalo, NY is seeking a Claims Service Representative for our Central Claims team. This role offers a hybrid work schedule with two in-office days each week, and flexibility to work remotely on other days while delivering outstanding service to agents, insureds, claimants, and other customers.

Qualifications include an associate degree or equivalent experience, prior customer service, and basic computer skills (Word). Insurance knowledge is a plus.

Qualifications

• Associates degree or equivalent work experience.
• Prior customer service experience required.
• Insurance background is a plus.
• Computer experience including Microsoft Word experience.
• ImageRight knowledge is a plus.

Responsibilities

• Provide quality customer service by means of timely first contact, communication of expectations to customers and the timely responsiveness and disposition of policyholders’ comprehensive claims.
• Answers incoming calls and sets up reported claims timely and accurately in our claim system.
• Completes timely coverage verification and thorough investigation necessary to ensure an equitable disposition of claims.
• Performs claim activities and other administrative tasks, such as requesting appraisals, requesting police reports, preparing and mailing payment documents, and issuing payments.

Skills

Customer service

Microsoft Word

Insurance knowledge

Education

Associates degree or equivalent

Tools

ImageRight

Job description

Description

Claims Service Representative

Hybrid Work Schedule

Merchants Insurance Group, is a leading Property and Casualty Insurer in the Northeast, and is looking for a Claims Service Representative for our Central Claims team to join our Corporate Headquarters located in Buffalo, New York. Candidates who are interested in pursuing a rewarding career in property and casualty insurance are encouraged to apply.

The Claims Service Representative will become part of a dedicated team focused on providing outstanding customer service to our agents, insureds, claimants and other external customers.

Merchants Insurance Group is rated A- (Excellent) with a stable outlook by A.M. Best and is consistently recognized as a top employer and high-performing organization. Recent honors include:

• Best Places to Work in Western New York (Buffalo Business First, 2023–2026)
• Fast Track Company (2019–2025) and Top Private Company (2019–2025)
• Ward’s 50 top-performing property-casualty insurer (2021–2024)
• Ivans Spark Award for Innovation (2024–2025)
• Named to Newsweek and Statista’s America’s Most Reliable Companies list (2025), ranked among the top 300 of 1,500 B2B organizations evaluated

We offer a hybrid work schedule, requiring two full days per week in the office, with flexibility to work remotely or in office the remaining days. This model supports collaboration while providing flexibility and work-life balance.

Essential Duties and Responsibilities include, but are not limited to:

• Provide quality customer service by means of timely first contact, communication of expectations to customers and the timely responsiveness and disposition of policyholders’ comprehensive claims.
• Answers incoming calls and sets up reported claims timely and accurately in our claim system.
• Completes timely coverage verification and thorough investigation necessary to ensure an equitable disposition of claims.
• Performs claim activities and other administrative tasks, such as requesting appraisals, requesting police reports, preparing and mailing payment documents, and issuing payments.

Qualifications & Skills:

• Associates degree or equivalent work experience.
• Prior customer service experience required.
• Insurance background is a plus.
• Computer experience including Microsoft Word experience.
• ImageRight knowledge is a plus.

Merchants Insurance Group Pay information:

Merchants Insurance Group offers a competitive pay scale. The estimated salary for this role ranges from $21.00 – $27.00 hourly based on leveling and geography, along with an equity component and a comprehensive benefits package. This range is merely an estimate; actual compensation may deviate from this range based on skills, experience and qualifications.

Merchants Insurance Group Benefits:

• Welcoming and positive work environment.
• Flexible work arrangements, including flex scheduling and summer hours.
• Hybrid work schedule. The Hybrid work schedule will require two full days per week in the office, with the option to working the remaining days at home or in the office.
• Colleague Appreciation Events.
• Competitive pay scale.
• Generous paid time off package.
• Full Benefits: Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match amount is 100% up to 6% of your annual contributions. You are immediately 100% vested in the employer match dollars.
• Outstanding company bonus program.
• Tuition Reimbursement.

And many more exciting company benefits!! EOE

Merchants Insurance Group 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 or veteran status. Merchants Insurance Group supports a safe workplace through pre-employment background screenings.

Preferred

Prior customer service experience required.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.