Personal Lines Claims Representative

General Job Description:
The Personal Lines Claims Representative is an empathetic, detail‑oriented professional responsible for guiding clients through the claims process with clarity, accuracy, and compassion. This individual is a strong communicator who thrives in a fast‑paced, collaborative environment and maintains exceptional client‑service standards. The Personal Lines Claims Representative works directly with clients, carriers, adjusters, colleagues, and external partners to report, coordinate, track, and resolve claims. This role requires strong problem‑solving abilities, sound judgment, and a commitment to enhancing the client experience through proactive communication, guidance, and advocacy throughout the claims process. As a representative of the organization, the Personal Lines Claims Representative aligns personally with the organization’s values as reflected in the LD&B BLUEprint and models these value on a daily basis.

• Serve as the primary point of contact for clients filing new claims, ensuring the process is handled promptly, accurately, and professionally.
• Maintain a positive, empathetic and professional demeanor toward clients, colleagues and vendors at all times.
• Gather, verify, and document required information to initiate claims with insurance carriers.
• Monitor the progress of claims, proactively communicating updates to clients and collaborating with carriers to resolve issues.
• Advocate for clients by identifying coverage solutions, addressing concerns, and escalating matters when necessary.
• Respond to inquiries, resolve complaints, provide information, and deliver timely follow‑up throughout the claims’ lifecycle.
• Maintain accurate, complete, and timely notes and documentation within all agency management systems and partner platforms.
• Provide prompt, accurate, courteous and customer-focused service to clients. Service includes responding to questions, resolving complaints, processing requests, providing information, researching problems and developing solutions.
• Identify trends or issues and provide feedback to the Division Manager regarding process improvements, service gaps, efficiencies and effectiveness of the claims process and collaborate with others in the division to develop, implement and meet division goals.
• Demonstrate regular and reliable attendance.
• Maintain a strong work ethic with a total commitment to success and consistently demonstrate our BLUEprint values every day.
• Other duties as assigned.

Education, Requirements, Qualifications & Skills:

• High school diploma or equivalent required.
• Prior customer service experience required.
• Current appropriate licenses, certifications or credentials necessary and applicable to the division, including maintenance of same, or the ability to obtain these licenses, certifications or credentials.
• Must be a self-starter and capable of completing tasks with little or no supervision.
• Exceptional oral and written communications skills.
• Strong organizational, analytical and problem-solving skills.
• Ability to understand and adhere to all requirements related to information security, privacy and confidentiality at all times.