Claims Representative II

The Claims Representative II investigates, evaluates and resolves assigned claims in a timely and accurate manner in order to achieve a best practices type settlement within legal statutes, policy provisions and Company standards of performance. 

This is a hybrid role reporting to the Waukesha, WI office. 

POSITION COMPETENCIES 

• Business Acumen
• Negotiation 
• Results Oriented 
• Time & Priority Management 
• Decision Making

 ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Prepares claim file documentation accurately and completely, to include all relevant oral and written statements, photos, facts and environmental factors present at the scene of the accident.
• Makes appropriate contacts and negotiating with policyholders, claimants, third parties, medical and legal professionals in the processes of arbitration, litigation, subrogation, contribution and salvage.
• Achieves a best practices type settlement in the disposition of assigned claims, including assessing all costs and determining first and third party liabilities associated with the settlement of auto property damage, non-complex workers’ compensation, property losses and simple bodily injury claims.  
• Effectively identifies and pursues subrogation and salvage opportunities, when available.
• Performs basic and intermediate claims handling duties on assigned claims in a timely manner.
• Verifies coverage and policy provisions in order to identify the claim’s insurability or compensability.
• Takes responsibility for handling and resolving policyholder/self-insured/claimant problems or requests.
• Analyzes and resolves coverage and liability issues or questions.
• Gathers and evaluates factual information that enhances identification of underlying problems or opportunities pertaining to assigned claims.
• Setting or adjusting reserves in accordance with the degree of liability and value of the claim.

 ADDITIONAL RESPONSIBILITIES

• At the direction of the Team Leader, may perform limited field work, limited claim handling on workers’ compensation lost time claims of low exposure/low complexity, as well as low exposure/low complexity bodily injury liability claims.
• Generates alternative solutions to problems or situations involving assigned claims.
• Performs other duties as may be assigned by the CSO Team Leader Multi/WC Claims Service Office Manager II, or CSO Team Leader

 SPECIAL RELATIONSHIPS 

• The Claims Representative II has direct contact and interacts with all levels of personnel within the Claims Service Office
• Interacts with underwriting personnel regarding claim issues
• Interact with agents
• Has direct contact with policyholders/claimants, third parties, medical/legal professionals, vendors

 QUALIFICATIONS

Education/Credentials 

• Bachelor's degree preferred
• Adjuster’s license or be willing to obtain one as required

Experience 

• Successful completion of Claims Representative II Trainee curriculum or a minimum of 1 year experience in a property/casualty claims handling position.
• Experience in a customer service oriented position preferred.

Technical/Professional Knowledge

• Effective communication skills, both oral and written
• Effective inter-personal skills
• Effective organization skills, with the ability to work independently
• Must be detail oriented, as assigned work requires significant attention to detail
• Personal Computer skills, with an emphasis on Microsoft products
• Ability to work within a team-oriented, fast-paced, customer-focused environment
• Basic understanding of tort and state laws applicable to assigned claims

• Basic understanding of the Unfair Claims Settlement Practices Act, insurance policy coverages and provisions, and medical, legal, automotive and construction terminology

  The compensation has been carefully determined by considering a variety of important factors, including skill sets, experience, training, and certifications. With these considerations in mind, the estimated hiring range is $52,000 - $72,000. Additionally, you may be able to participate in our annual incentive program, depending on eligibility under the plan. 

 JOB REQUIREMENTS (as required by ADA – Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to perform computer-based tasks and access digital information necessary for job duties, including through the use of assistive technologies.
• Must be able to complete computer-based tasks and utilize office equipment as needed to perform essential job functions.
• Must be able to access and enter information accurately using automated systems.
• Must be able to communicate effectively with internal and external clients using telephone, electronic, or other communication systems.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
• Must be able to maintain acceptable attendance and adhere to scheduled work hours.
• Must be dependable and able to adhere to scheduled work hours

Why Choose Penn National Insurance?

At Penn National Insurance, we’re on a mission to help people feel secure and make life better when bad things happen. For over 106 years, we’ve been a trusted partner to individuals, families and businesses because we are a mutual insurance company where service and support for our policyholders are at the heart of everything we do. 

We’re not just a company—we’re a community united by our core mission to “Make Life Better.” Here, you’ll find a place where your professional growth, success and personal well-being are our top priorities. 

Your Career Journey: Empowering Your Growth

Your career should be more than just a job—it should empower you to feel secure, supported and inspired. At Penn National Insurance, we invest in your growth and celebrate your contributions with a comprehensive and competitive total rewards package. We’re committed to supporting your journey and helping you thrive at every stage of your career. Key highlights include:

• Benefits and Compensation: Generous 401(k) match, graded profit sharing, incentive compensation, and a wide range of benefits to support your financial health, physical well-being and career development.
• Flexibility: We offer remote and hybrid work options, flexible scheduling and a “dress-for-your-day” culture.
• Recognition: We celebrate your achievements, big and small, through employee recognition programs designed to honor your contributions.

Your Employer of Choice: A Legacy of Trust and Strength

Joining Penn National Insurance means becoming part of a company with over a century of experience, built on trust, innovation and strong relationships. From our beginnings as a mutual insurance company founded by farmers to our 100th anniversary in 2019, we've stayed true to our relationship-driven model, focusing on direct service and meaningful support. 

Your Community: Making an Impact Together

Making life better isn’t just our mission—it’s a value that guides everything we do. Our employees are at the heart of this mission, giving back through community engagement and charitable efforts. We proudly support our community through financial support and employee volunteering opportunities including our annual United Way campaign, where employee contributions and company matches make a significant impact each year.

Your Future: Building a Rewarding Career Path

We’re not just offering a job; we’re providing a fulfilling and rewarding career. We support your growth with a range of resources designed to help you build your skills and achieve your goals, including:

• Continuing Education Support: Access to programs that help you enhance your knowledge, skills and educational goals along with 100% tuition reimbursement for academic studies.
• Professional Development Opportunities: Tailored designation programs to help you advance in your career such as CPCU, AINS, CPA, CISSP, and more.
• Long-Term Career Focus: With an average employee tenure of 14 years and many team members serving for over 40 years, we take pride in fostering a work environment that values long-term growth and development.

When you join us, you’re not just starting a job—you’re becoming part of a team that values your growth and invests in your future. Our commitment to long-term retention and employee development ensures that you will be part of a tradition and legacy of excellence that spans decades.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, creed, affectional and sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Consistent with the Americans with Disabilities Act (ADA) and EEOC guidance, it is the policy of Pennsylvania National Insurance to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to a HR Business Partner via telephone at 800-368-4764, or through email.