Job Description

This is a hybrid role in Webster, MA (2 days in office/3 days remote)

Assist the company's subrogation effort by investigating, evaluating and settling both first- and third-party subrogation claims for the most appropriate percent attainable while considering costs. Responsible for maintaining a current caseload and negotiating settlements within approved authority levels. Responsible for managing a variety of claims associated with personal and commercial automobile insurance policies. May also be responsible for multi-state auto policies and homeowner policies with exposure to both litigation and arbitration cases.

Responsibilities

Customer Service

• Understand and comply with all customer service standards.
• Assure adherence to internal and external claims handling procedures, workflows and standards.
• Assure that verbal and written communications are timely, clear, concise and empathetic.
• Effectively manage ACD telephone system/features by complying with Log In/Log Out, AUX and ACW expectations and standards.
• Conduct thorough and prompt investigations of accidents to make timely coverage and liability determinations.
• Recognize customer service opportunities and promptly respond to customers’ needs.
• May develop rapport and build relationships with regional claims office staff.

Quality & Productivity

• Investigate and negotiate settlement of claims within approved authority levels for the most appropriate percent attainable while considering costs and meeting departmental standards.
• Utilize available databases to effectively manage assigned claims.
• Ensure that all parties involved in a loss are contacted to make an accurate determination as to coverage and liability while identifying claim exposures.
• Achieve Subrogation Department standards through proper management of assigned caseload.
• Maintain current diary status and meet open/close productivity standards.
• Assure timely authorization and adjustment of direct third party rental claims if applicable.
• Adhere to established practices and procedures as well as applying existing state laws and regulations.
• Acquire expertise in the usage of MS Word Letters and Forms.

Technical Knowledge

• Investigate and evaluate liability and apply the correct state laws regarding comparative negligence and joint tort feasor.
• Actively participate in subrogation training modules, demonstrating appropriate levels of technical and procedural job knowledge.
• Identify and investigate potentially fraudulent claims and develop action plans with supervisory assistance.
• Secure monthly payment plans and submit license revocation requests when appropriate.
• Address Division of Insurance correspondence and bad faith allegations and prepare responses with supervisory assistance.
• If needed, develop knowledge of the multi-state auto policies and homeowner policy and coverages; especially understand how the various state policies apply deductible provisions for uninsured motorist and recovery for PIP and Med Pay benefits.
• If needed, secure monthly payment plans and submit license revocation requests when appropriate.
• If needed, respond to incoming PD, PIP and Med Pay arbitrations and issue payment on these claims as warranted in a timely manner.

Leadership/Role Modeling

• Attend and participate in unit/department meetings. Build effective and professional business relationships.
• Foster teamwork within the unit/department.
• Demonstrate commitment to company standards, procedures, and expectations.
• Embrace our Ten Caring Corporate Values and Customer Service Profile in daily interactions.
• Management has identified this position to require essential personnel. In the case of severe weather or other emergency situations, specific key individuals who are in this position will be required to report to work, regardless of the company being closed.

Qualifications

• Education: Bachelor’s Degree or professional level of knowledge in a specialized field, or equivalent, related experience
• Experience: 0 - 2 years - or Associates Degree equivalent plus 2 - 4 years experience.
• Experience should include a minimum of one year Contact Center Claim Services or equivalent.
• Excellent customer service and interpersonal skills are a must.
• Effective verbal and written skills are necessary.
• Demonstrate the willingness/ability to obtain out of state license(s) in conjunction with departmental objectives/needs.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job — we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range $20.44 - 33.35 per hour

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.