• Claims Operations Specialist

    Location US-AZ-Mesa
    Job ID
  • Summary

    Esurance is looking for a Claims Operations Specialist to join a dynamic and award-winning team of individuals who are committed to making insurance smarter, easier, and dare we say- cooler. As part of a growing company that is focused on providing an outstanding customer experience, you’ll have the opportunity to expand your skills and discover your potential.


    If you’re looking for a career at a socially conscious company that offers great benefits — including matching 401k and tuition reimbursement — then you may have just found your new home. 


    Esurance combines the spunk of a startup company with the backing of Allstate (the largest publicly held personal lines insurer in the U.S.) to create a unique, energized, and exciting place to work. 


    The Claims Operations Specialist provides integral support for claims handling within Business Support Operations. The role is comprised of complex administrative task work related to the ongoing handling of claims such as: assigning claims, reviewing and analyzing salvage inventory, arbitration and subrogation support as well as voice to voice customer interaction. Will serve as a subject matter expert and mentor to peers. Will work well independently while taking responsibility and ownership of work.

    This position will likely require non-standard work hours.

    Job Responsibilities:

    • Assign losses timely and accurately based on business parameters
    • Independently resolve complex support operational work for Claims organization, such as process litigation batch payments; review and resolve aged salvage inventory; review and resolve medical bills rejected by vendor (set up claim, request additional information or identify proper match)
    • Contact with customers to further the claim; such as: discuss disposition of salvage, assist with paperwork or app usage, advise customer of final arbitration outcomes
    • Support and assist on complex arbitration and subrogation work including evaluating suit potential on collection agency files, referring for additional collection attempts, and/or calculation of deductible on pro-rata files
    • Responsible for vendor management and support including, but not limited to, monitoring direct repair facility compliance, adding and removing repair facilities from the system as directed; preparing E-Star application reporting including discussions with shop and appraisal team to resolve issues.
    • Serve as subject matter expert for Claim Support Operations. Serve as backup for a supervisor by providing guidance and direction to lower level associates regarding operational support processes and procedures
    • Train and mentor new operations associates, including review of work and providing feedback
    • Regularly communicate with customers regarding updates on claims


    • Detail-oriented with strong organization skills, able to work well under deadlines in a changing environment and perform multiple-tasks with accuracy
    • Ability to learn new software and processes, able to work independently and follow directions
    • Basic knowledge of claims procedures and policies
    • Demonstrated ability to manage relationships with both internal and external customers
    • Articulate and customer service oriented; able to effectively communicate, both verbal and written
    • Proficient with Microsoft Office products (Excel, PowerPoint, Word)
    • Experience working in a collaborative team oriented environment


    Experience / Education:

    • High school diploma required; Associates degree preferred
    • 2 or more years of claims processing and/or administrative experience required
    • 1 year of customer service experience preferred


    Physical Demand of Work Environment:

    Representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to operate a PC and sit for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    At Esurance, being committed to our employees is not just something we say, it’s something we do. Our benefits package is designed to help our associates stay healthy, meet their long-term financial goals, and balance the demands of work and personal life. Esurance rewards hard work, dedication, and creativity with competitive salaries and a generous bonus system. We are committed to our employees and we are dedicated to creating a diverse, positive, innovative and team-oriented work environment.

    Health & wellness

    • Medical, vision, and dental insurance
    • Life insurance (company-paid and supplemental)
    • Accidental death and dismemberment coverage
    • Wellness coaching and incentives
    • Group critical illness coverage
    • Accident indemnity and hospital indemnity plans
    • Group legal


    • 401(k) plan with annual matching contribution
    • Referral bonuses
    • Performance-rewarding bonus system
    • Tuition assistance program (up to $5,250 per year)
    • Health savings and flexible spending accounts
    • Commuter benefits

    Family & Community

    • Adoption assistance
    • Maternity leave
    • Buckle Up Baby program
    • Pet insurance discount
    • Charitable gift matching
    • Give Time, Get Time volunteer program
    • Employee Assistance Program

    Time off

    • Short-term disability
    • Long-term disability (employee-paid option)
    • Paid time off (holidays, vacation, personal choice days)


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