Our Value Proposition:
Clearcover is a venture-backed technology start-up disrupting the trillion dollar legacy insurance market. We’ve focused on building products that create confident, happy customers – and we’re flourishing. We believe in putting our people first, paying them well and working together to solve tough problems. If you’d like a high-growth opportunity with an award-winning company, let’s chat.
What is a FERST (Fire, Early Resolution Specialist, & Theft) Representative
As a FERST Representative you will be in a hybrid role by handling two types of claims: Total loss (80% of the workload) and fire and theft (20% of the workload). Task management is key due to juggling two types of claims. We are looking for someone who has a strong ability to work independently and can thrive in an ever changing environment. This includes being able to communicate effectively with customers but remain calm under pressure through conflict resolution. Critical thinking while maintaining a high level of detailed documentation for complex claims is key for this role. This included upholding a team first mindset when driving initiatives forward, identifying gaps, and contributing to the process and product information through the Knowledge Base
Overall you will continue to uphold claim expectations by managing incoming and outgoing customers interactions through phone, email, chat or text. The value of “Know the customer, work for the customer” will be embedded into your everyday life by building sustainable relationships and trust with customers and notating the interaction within the file.
In order to apply for this role you must have ERS and Fire and Theft experience. This is for Claims Representative who are Level II or above.
Estimating Resolution Claim Responsibility (80% of workload)
You will be responsible for confirming coverage, determining liability, and evaluating total loss claims.
Review Total Loss Evaluations to ensure they are accurate and all options/vehicle conditioning is taken into consideration into our evaluation.
Be the point of contact for customers or attorneys in extending offers, negotiating settlements and resolving all issues related to a total loss exposure.
Set expectations and manage Alternative Transportation exposure with involved parties.
Proactively move vehicles to storage free locations to mitigate advanced charges and negotiate incurred charges as necessary.
Complete all necessary steps to assign salvage to our salvage vendor or obtain the appropriate paperwork in owner retain salvage scenarios.
Collaborate salvage vendors and leadership, in appropriate situations, to set minimum bids to maximize salvage returns.
Monitor salvage process to resolution and posting of salvage recoveries.
Address customer complaints, provide appropriate solutions and alternatives, and follow up to ensure the resolution of claims issues
Be available to complete initial estimating tasks as dictated by business needs.
Handle other various crime related losses as dictated by the needs of the business.
Fire and Theft Claim Responsibilities (20% of workload)
You will be responsible for assessing complex coverage issues, being detail-oriented in fire and theft investigations, and settling claims. The representative will collaborate with SIU stakeholders as warranted.
Guide our customers through the claims process
Confirm coverage, determine liability, evaluate total loss claims
Collaborate with attorneys for resolution of represented and litigated claims
Address customer complaints, provide appropriate solutions and alternatives, and follow up to ensure the resolution of claims issues
Review claims by reviewing policy language, billing and statements.
Make initial contact with customers and provide outline of claims process and applicable coverages
Take detailed statements regarding the facts of loss
Review the following: Claim for fraud indicators send out proof of fire/theft, investigative avenues/ investigative conclusion
Settle claim as warranted by policy and investigation.
What do you need?
Adjuster or P&C insurance license a plus
1-2 years of Fire & Theft experience
Demonstrated customer support/success experience or experience as a client service representative and track record of providing excellent customer care
Total Loss handling and resolution experience preferred
Experience using Mitchell Estimating software is a plus
Demonstrate an understanding of the repair process, parts usage, and collision industry
Adjuster or Estimator license is a plus
Demonstrated ability to remain friendly under pressure and resilient to negativity
Demonstrated ability to balance the needs of the customer with the needs of the business
College degree preferred
Excellent writing and grammar skills
Strong active listening skills; able to communicate clearly through phone conversations
Capable of writing with impact through email, text, chat, or social media
Customer orientation and ability to adapt/respond to different types of individuals
Ability to multitask, prioritize, and manage time effectively
A tactful, timely sense of humor is also a must. We’re getting funnier but we can still be funnier-er
But wait, there’s more:
As a people-first company, your health and well-being is a priority at Clearcover. We offer comprehensive benefits for individuals and families:
Medical. We offer rich and affordable BCBS plans for you and your dependents. If you select the high deductible health plan, we offer an HRA and contribute to your HSA.
Dental and vision. We cover 100% of dental and vision premiums for you and your dependents.
Pre-tax benefits, disability, and life insurance.
401(k). We contribute 3%, even if you contribute nothing.
We’ve also curated a stack of perks and benefits that stretch beyond the expected. Our people have access to:
Generous vacation, 12 paid holidays, and parental leave.
Equity in the company (plus an evergreen plan) and an annual bonus program.
Employee resource groups and mental health workshops.
Top of the line hardware and meeting free “Focus Fridays”.
We’re a remote first company, having paved the way for flexible work locations and continue to offer this flexibility. If you are local or in town visiting, you also have the choice to work from our Chicago HQ office.
Remote employees are eligible to work from: AZ, CO, CT, FL, GA, IA, IL, IN, KS, MA, MI, MN, MO, NC, NJ, OK, SC, TN, TX, UT, VA, WI.