Desk Catastrophe Homeowners Claim Representative II

About this role

Job Type:

Full time   Exempt/Non Exempt:  

Salary Job Description:

  Location Details: Remote - USA

Position Schedule / Shift: Monday – Friday: 8:30 AM EST – 5:30 PM EST

Position Summary: As a Desk Catastrophe Homeowners Claim Representative II , you'll be at the forefront of helping customers recover from property losses, providing support when they need it most. In this fast-paced and rewarding role, you'll manage claims from start to finish by investigating losses, reviewing coverage, evaluating damages, negotiating settlements, and collaborating with internal partners to ensure timely and fair outcomes. If you thrive in a role that combines critical thinking, customer advocacy, and decision-making authority, this is an opportunity to make a real difference every day.

Key Responsibilities: • Review assigned claims.

• Contact the insured and other affected parties.

• Set expectations for the remainder of the claim and initiate documentation in the claim handling system.  

• Complete coverage analysis including a review of policy coverages and provisions, and the applicability to the reported loss.

• Ensure all possible policyholder benefits are identified.

• Create additional sub-claims if needed or refer complex claims to management or the appropriate claim handler. 

• Complete an investigation of the facts regarding the claim to further and in more detail determine if the claim should be paid the applicable limits or exclusions and possible recovery potential.

• Conduct thorough reviews of damages and determine the applicability of state law and other factors related to the claim.

• Evaluate the financial value of the loss.

• Approve payments for the appropriate parties accordingly. 

• Refer claims to other company units when necessary (e.g., Underwriting, Recovery Units or Claims Special Investigation Unit). 

• Thoroughly document and/or code the claim file and complete all claim closure and related activities in the assigned claims management system.   

• Utilize strong negotiating skills.

• Employees assigned to Homeowner/CAT claim unit will handle claims generally valued between $5,000 and $25,000 (for the inside desk role) and up to $100,000 (for field role).

• Investigate claims requiring coverage analysis. 

• Review estimates for accuracy.   

• May monitor contractor repair status and updates.  

Qualifications: Required

Education: • Complete ACG Claim Representative Training Program or demonstrate equivalent knowledge or experience

• In states where an Adjuster’s license is required, the candidate must be eligible to acquire a State Adjuster’s license within 90 days of hire and maintain as specified for appropriate states.

• A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members.

Experience: • One year of experience with:

• Negotiating claim settlements

• Securing and evaluating evidence

• Preparing manual and electronic estimates

• Subrogation claims

• Resolving coverage questions

• Taking statements

• Establishing clear evaluation and resolution plans for claims

Knowledge and Skills: Knowledge of: • Essential Insurance Act (Michigan)

• Fair Trade Practices Act as it relates to claims

• Subrogation procedures and processes

• Intercompany arbitration

• Building construction and repair techniques

Ability to: • Handle claims to the line Claim Handling Standards

• Follow and apply ACG Claim policies, procedures and guidelines

• Work within assigned ACG Claim systems including basic PC software

• Perform basic claim file review and investigations

• Demonstrate effective communication skills (verbal and written)

• Demonstrate customer service skills by building and maintaining relationships with insureds/claimants while exhibiting understanding of their problems and responding to questions and concerns

• Analyze and solve problems while demonstrating sound decision making skills

• Prioritize claim related functions

• Process time sensitive data and information from multiple sources

• Manage time, organize and plan workload and responsibilities

• Safely operate a motor vehicle to visit repair facilities, homes (for inspections), patients, etc.

• Research, analyze, and interpret subrogation laws in various states

• Travel outside of assigned territory which may involve overnight stay

• Relocate, work evenings or weekends

• Strong negotiating skills

Preferred

Education: • Associate degree in Business Administration, Insurance or a related field or equivalent in related work experience

• Completion of the Insurance Institute of America's: General Insurance Program

• CPCU coursework or designation

Knowledge/Skills: • 2+ years experience with Xactimate and Xactanalysis

• High claim volume experience preferred

• 2+ years experience reviewing and editing estimates

• Excellent Problem-Solving Skills

• Superior Negotiating Skills

• Appraisal Experience

Work Environment: This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Compensation & Benefits Overview: ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation A Desk Catastrophe Homeowners Claim Representative II earns a competitive annual salary of $60,000.00 - $75,000.00 along with the opportunity for an annual company bonus incentive. Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness • Medical plans with multiple coverage options, including HSA eligibility.

• Prescription drug coverage.

• Dental and vis

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