Express Specialist

Horace Mann; United States; Remote; USD 29,000 - 40,000; Full time

Job summary

Horace Mann is seeking an Express Specialist – Auto to be the first contact for customers with non-injury auto claims, guiding them through the process with empathy and expertise.

You will learn auto claims fundamentals in a collaborative environment, receiving training and growth opportunities while contributing to timely claim resolution and excellent customer service.

Qualifications

• High School Diploma or GED required.
• No prior claims experience required; training provided.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to obtain and maintain required state adjuster licenses within the required timeframe.
• Ability to manage multiple priorities while maintaining attention to detail.

Responsibilities

• Investigate non-injury first-party auto physical damage claims by verifying coverage and liability.
• Evaluate claims to determine settlement values in line with standards and regulations.
• Handle low-complexity auto claims with accurate documentation.
• Verify appropriate estimate channel, rental eligibility, and payment requirements.
• Monitor invoicing for total loss claims when applicable and process payments.
• Serve as primary contact for customers and provide timely, transparent communication.

Skills

Communication skills

Customer service

Problem solving

Licenses & training

Multi-tasking

Education

High School Diploma or GED

Job description

At Horace Mann, we understand that even a minor auto accident can be a major disruption for our customers. As an Express Specialist – Auto, you'll be the first point of contact for customers experiencing non-injury auto claims, helping them navigate the claims process with confidence, compassion, and exceptional service.

Whether you're beginning your claims career or bringing transferable customer service experience, this role provides an excellent opportunity to build your insurance knowledge while learning the fundamentals of auto claims handling in a collaborative and supportive environment.

Key Responsibilities

Claims Investigation & Resolution

• Investigate non-injury first-party physical damage claims by verifying coverage, determining liability, and evaluating the scope of damages.
• Evaluate claims to determine appropriate settlement values while adhering to company claims handling standards and state regulations.
• Handle low-complexity physical damage claims, tasks, and documentation efficiently and accurately.
• Verify the appropriate estimate channel, rental eligibility, and payment requirements for assigned claims.
• Monitor and confirm invoicing for total loss claims when applicable.
• Process payments and claim correspondence in a timely manner.

Customer Experience

• Serve as the primary point of contact for customers throughout the claims process.
• Provide proactive, transparent, and timely communication to customers and other involved parties.
• Deliver an extraordinary customer experience by demonstrating empathy, professionalism, and ownership of each claim.
• Operate effectively in a fast-paced, customer-focused environment while utilizing claims systems and telephony technology.

Claims Quality & Collaboration

• Complete timely investigations to identify opportunities for referral to Special Investigations, Total Loss, or other business areas when appropriate.
• If assigned to the Total Loss team, process claims and respond to inquiries through the Total Loss phone queue.
• Collaborate with internal business partners to ensure timely and accurate claim resolution.
• Maintain compliance with company best claim practices and applicable state regulations.

Qualifications & Experience

Required

• High School Diploma or GED.
• No prior claims experience required—we'll provide the training you need to be successful.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to obtain and maintain required state adjuster licenses within the required timeframe.
• Ability to manage multiple priorities while maintaining attention to detail.

Preferred

• Previous customer service, insurance, automotive, banking, hospitality, or call center experience.
• Experience working in a fast-paced environment with a strong focus on customer satisfaction.
• Strong communication and active listening skills
• Critical thinking and sound decision-making
• Attention to detail and organizational skills
• Ability to learn new systems and processes quickly
• Adaptability and resilience in a fast-paced environment
• Commitment to continuous learning and professional development

Additional Information

• Strong verbal and written communication skills required.
• Periodic travel may be required.
• Must obtain and maintain required state adjuster licenses.
• Training and ongoing development provided.

Pay Range

• $21.44 - $29.16/hr.

Salary is commensurate to experience, location, etc.

Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more