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Claim Representative Job Duties and Responsibilities
- Our claims associates are critical to the success of State Farm because of their direct contact with current and potential customers.
- A claim representative investigates, evaluates, negotiates, and settles claims. At State Farm, our claim representatives support the mission and values of our company by providing Good Neighbor Service throughout the claims handling process.
The primary responsibilities of an auto claim representative include:
- Working with customers, State Farm agents, attorneys, witnesses, repair shops and service providers to settle automobile accident claims
- Claim Representative will Investigating and evaluating the facts of a claim, which could include damage to property or injury to people
- Evaluating, negotiating, and settling claims within authority levels
- Maintaining the confidentiality of claim information
- Using State Farm claims systems and other technologies to perform job duties
- Claim Representative Communicating with customers and associates over the telephone, in person, and in written correspondence
- Working under management supervision with attorneys, in the defense of lawsuits
- Claim Representative Working in a collaborative team environment to handle a large volume of claims, primarily over the telephone
- Providing assignments and direction to claim processors and claim service assistants
- Coordinating or participating in special projects, as assigned
Claim Representative Knowledge and Skill
- Successful completion of required training programs and all licensing requirements, including continuing education for licensing
- Claim Representative Ability to communicate clearly, professionally, and empathetically
- Ability to learn and apply knowledge of insurance contracts, claim policies and procedures, and customer service philosophies
- Ability to learn and utilize computer systems and other technologies
- Ability to develop and apply knowledge of injury, property and liability issues to handle claims within authority
- Ability to maintain quality work product and professionalism, even when work volume is high
- Ability to empathize with, actively listen to, and deal sensitively and professionally with customers, many of whom are experiencing the stress of a claim situation
- Ability to organize and prioritize work, meet deadlines, and manage changing priorities effectively
- Claim Representative Critical competencies include, but are not limited to, communication, relationship building, critical thinking, customer focus, accountability and quality
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