Express Specialist

At Horace Mann, we understand that even a minor auto accident can be a major disruption for our customers. As an Express Specialist – Auto, you'll be the first point of contact for customers experiencing non-injury auto claims, helping them navigate the claims process with confidence, compassion, and exceptional service.

Whether you're beginning your claims career or bringing transferable customer service experience, this role provides an excellent opportunity to build your insurance knowledge while learning the fundamentals of auto claims handling in a collaborative and supportive environment.

Key Responsibilities

Claims Investigation & Resolution

• Investigate non-injury first-party physical damage claims by verifying coverage, determining liability, and evaluating the scope of damages.
• Evaluate claims to determine appropriate settlement values while adhering to company claims handling standards and state regulations.
• Handle low-complexity physical damage claims, tasks, and documentation efficiently and accurately.
• Verify the appropriate estimate channel, rental eligibility, and payment requirements for assigned claims.
• Monitor and confirm invoicing for total loss claims when applicable.
• Process payments and claim correspondence in a timely manner.

Customer Experience

• Serve as the primary point of contact for customers throughout the claims process.
• Provide proactive, transparent, and timely communication to customers and other involved parties.
• Deliver an extraordinary customer experience by demonstrating empathy, professionalism, and ownership of each claim.
• Operate effectively in a fast-paced, customer-focused environment while utilizing claims systems and telephony technology.

Claims Quality & Collaboration

• Complete timely investigations to identify opportunities for referral to Special Investigations, Total Loss, or other business areas when appropriate.
• If assigned to the Total Loss team, process claims and respond to inquiries through the Total Loss phone queue.
• Collaborate with internal business partners to ensure timely and accurate claim resolution.
• Maintain compliance with company best claim practices and applicable state regulations.

Qualifications & Experience

Required

• High School Diploma or GED.
• No prior claims experience required—we'll provide the training you need to be successful.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to obtain and maintain required state adjuster licenses within the required timeframe.
• Ability to manage multiple priorities while maintaining attention to detail.

Preferred

• Previous customer service, insurance, automotive, banking, hospitality, or call center experience.
• Experience working in a fast-paced environment with a strong focus on customer satisfaction.

Skills & Competencies

• Customer-first mindset
• Strong communication and active listening skills
• Critical thinking and sound decision-making
• Attention to detail and organizational skills
• Ability to learn new systems and processes quickly
• Adaptability and resilience in a fast-paced environment
• Commitment to continuous learning and professional development

Additional Information

• Strong verbal and written communication skills required.
• Periodic travel may be required.
• Must obtain and maintain required state adjuster licenses.
• Training and ongoing development provided.

Pay Range:

• $21.44 - $29.16/hr.

Salary is commensurate to experience, location, etc.