Claims Specialist II

Mercury Insurance Co.; United States; Remote; USD 44,000 - 78,000; Full time

Benefits offered by this job

Competitive compensation

Work from anywhere in the UnitedStates

Paid time off

Bonus programs

Medical insurance

401(k) plan

Professional development

Job summary

Mercury Insurance Co. is seeking a Claims Specialist II to guide customers through the claims process, explain coverage, and manage vehicle and property claims.

The role emphasizes accurate processing, timely communication, and collaboration with multiple departments to ensure customer satisfaction. Ideal candidates have 6 months of customer service experience, 6-12 months of claims adjusting experience, and a background suitable for remote work in a nationwide capacity.

Qualifications

• 6 months’ customer service experience in a high-volume environment or equivalent.
• 6-12 months’ claims adjusting experience preferred.
• Remote work experience is a plus.

Responsibilities

• Guide customers through the claims process and explain coverage details.
• Investigate and process vehicle and property claims, including bodily injury when applicable.
• Set reserves, coordinate inspections and rental authorizations, and maintain timely communication with customers.
• Identify high-risk files and escalate as needed; collaborate with other departments to ensure a smooth claims experience.

Skills

Customer service

Remote work experience

Education

High school diploma or equivalent

Bachelor’s degree preferred

Job description

Preference will be given to candidates residing in Pacific, Mountain and Central time zones.

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 2026!

Training consists of 8 weeks of paid training. Monday through Friday from 8:00am-4:45pm PST. After training we offer a fixed schedule of 40 hours per week Monday through Friday from 8:00am-4:45pm PST.

Must be willing to work in Pacific times zones.

Geo-Salary Information

For positions that work remotely or in a hybrid work-from-home environment, team members must maintain reliable high-speed internet service that supports day-to-day job responsibilities. At a minimum, internet service must provide 25 Mbps download speed. Team members are responsible for maintaining internet connectivity sufficient to perform their role effectively while working from home.

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

State specific pay scales for this role are as follows:

$29.33 per hour (CA, NJ, NY, WA, HI, AK, MD, CT, RI, and MA)

$26.92 per hour (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, and ME).

$24.52 per hour (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, and WV)

This position is a work from home position that requires a dedicated workspace, free from distractions

Responsibilities

Position Overview

If you’re passionate about helping people restore their lives when the unexpected happens, and providing high-quality customer experiences, 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.

With ongoing guidance and support, the Claims Specialist II takes the lead in guiding customers through the claims process. You will investigate and process claims for damage to vehicles and other property as well as moderate bodily injury claims. You will focus on accurate and efficient claims to prevent unnecessary expense to the Company and policyholders. You will provide excellent customer service to ensure our customers have a positive experience and feel valued and supported.

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

Key Responsibilities

Customer Interaction and Claims Process Management: Review and explain coverage details and the claims process to customers. Set reserves for anticipated expenses and arrange vehicle inspections and rental authorizations. Address customer inquiries and concerns throughout the claim process to ensure satisfaction and retention.

Investigation and Evidence Gathering: Utilize various communication methods (phone calls, emails, texts, letters) to obtain information from involved parties, including witnesses. Review law enforcement reports and seek out additional evidence (dash cam, surveillance video) to assess the facts of loss and determine liability.

Risk Assessment and File Management: Identify and elevate high-risk files with significant indemnity exposure or suspected fraud to supervisors for further review or investigation.

Bodily Injury Claims Management: Analyze medical records to evaluate, negotiate, and settle moderate bodily injury claims with legal counsel for represented claimants and unrepresented parties.

Cross-Department Collaboration: Serve as the primary point of contact for customers, coordinating with other departments to ensure a smooth claims experience and complete customer satisfaction.

Team Collaboration: Collaborate with a team to address the needs of shared customers when necessary.

Qualifications

• High school diploma or equivalent, Bachelor’s degree preferred
• 6 months’ customer service experience in a high-volume work environment or equivalent combination of education and experience
• 6-12 months’ claims adjusting experience, preferred
• Prior experience working in a remote environment is a plus role.

Physical Requirements

Continuously (66%-100%):

• Must be able to maintain a sedentary position for extended periods.
• Must be able to communicate (electronically and telephonically) with team members, customers, and external parties.
• Must be able to operate and type on a computer, laptop, and/or other Company-issued electronic device for extended periods of time.
• Must be able to access and operate Company computer system, including preparing documents, entering data into computer system, and reading documents from a computer database or email system.

Occasionally (Up to 33%):

• Must be able to bend, stoop, reach, climb, and/or stand to access files, documents, and other equipment.
• Must be able to grasp, open, and close drawers, filing cabinets, and other equipment.

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

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.

Perks And Benefits

At Mercury, we seek a better way to serve our customers, own every interaction, do the right thing in every situation, and move quickly to deliver exceptional results. Join our team and make an impact today!

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, 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 opportunitiesEducation 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.

Pay Range

USD $44,466.00 - USD $77,881.00 /Yr.