Who We Are
For over 70 years, Glatfelter Insurance Group has believed in doing the right thing for our clients, agents, communities and associates. This founding principle has enabled Glatfelter to grow from the kitchen-table, one-man-operation as it began, to one of the largest managing general agencies in the U.S. with nearly 500 associates across the country, a distribution network of over 4,500 independent brokers and more than 30,000 clients. It is what drives us to innovate—the desire to deliver the best for our clients. Founded as The Glatfelter Agency, which is still in operation, the program basis of Glatfelter Insurance Group, Volunteer Firemen’s Insurance Services (VFIS), was founded in 1969. Throughout the years, Glatfelter has expanded to include specialized program business inclusive of public entities, educational institutions, healthcare facilities, and religious organizations. Glatfelter provides their insureds with comprehensive insurance solutions including property, casualty, life insurance, and more. In 2018, Glatfelter joined American International Group (AIG) and is now part of the AIG family.
About the Position
Glatfelter Insurance Group is seeking an Auto Claims Representative III for our Glatfelter Claims Management department who will investigate, evaluate and negotiate claims to conclusion. The successful candidate also:
- Handles first party claims from first report to conclusion according to procedures established for the line of business unit and the department.
- Is responsible for processing and expediting claims for our insureds in a manner that reflects our corporate philosophy of providing the finest service possible.
- Represents and advocates the insured’s interest within the scope of the coverages provided by their insurance policy.
- Recognizes and balances obligations to protect the company’s assets, while maintaining the highest standards of customer satisfaction and service to insureds, agents, regional directors and other interested parties. Such responsibility also reflects the corporate philosophy that “we are in the business of paying claims”.
This position is required to be onsite at our Leader Heights, York PA office.
Key Responsibilities
- Register and/or review pre-registered claims, establish appropriate reserves, investigate, evaluate and negotiate assigned claims to conclusion, according to procedures established for the line of business unit and the department.
- Investigation may include, but is not limited to, contact with insureds, agents, regional directors, repair facilities, manufacturers, fire truck/ambulance sales personnel and appraisers.
- Such investigation may occur in an ambiguous environment and must be handled with diplomacy and an understanding of the market environment. Make every effort to bring the claim to a satisfactory conclusion utilizing the guidelines established for the line of business and the department.
- Utilizing the various resource systems available within the organization, evaluate losses by identifying the applicable coverage, determine the amount of covered damage and promptly conclude all documented, undisputed claims.
- Assigns losses to qualified appraisers and supervises claim activities of those individuals.
- As directed by Manager, assigns National Consultant to facilitate handling of the claim and determination of damages and supervises claim activities of those individuals.
- Independently facilitates and mediates disagreements over the scope of damage, repair costs, agreed value concepts, etc., to achieve customer satisfaction. Negotiates claim to an appropriate resolution within authority level.
- Issue loss settlements, within their individual level of authority. Recognizes claims opportunities and coaches agents and marketing persons to maximum the use of such payments in their marketing environment.
- Under limited supervision and considering the intent of the program, interpret policy and form coverage opinion.
- If coverage is questionable, the auto representative must discuss coverage issues with the Manager. Under direction of the Manager will (1) research other available options for the customer; (2) research the question of coverage utilizing appropriate resources within and outside the Organization, (3) prepare interested parties (insured, agent, and regional director) for the possibility of coverage problems, doing so with finesse and discretion.
- Prepares denial letters and reservation of rights letters for supervisor’s approval.
- Prepares necessary internal reports as specified in the reporting guidelines.
- Maintain a diary system utilizing the guidelines established for the line of business and the department.
- Responsible for recognizing and identifying all recovery opportunities in their claim files, including subrogation aspects and salvage. Responsible for referring the claim file to the Subrogation and/or Salvage Unit with the information needed to pursue recovery.
- Assists other departmental personnel, as necessary, to maintain departmental standards.
- Within their authority and experience, handles claims from beginning to conclusion with appropriate supervisory involvement.
- Performs other tasks/projects/assignments as directed by management.
What We’re Looking For
- Secondary school education with four (4) years in the insurance field or appropriate transferable concurrent experience in a related field. Pertinent, relevant individual experience will be recognized.
- College preferable, but not necessary. A liberal range of experience and knowledge equivalent to college education is appropriate.
- 4 years experience in the insurance or business related field.
- Ability to read and interpret insurance policies and make appropriate decisions grounded in those interpretations. Ability will be characterized by aptitude for proficiency.
- Ability to communicate effectively, both verbally and in writing.
- Ability to utilize a PC and related departmental software.
- Must have or obtain appropriate adjuster licenses within a period of time specified by Management.
- Emotional stability and maturity to deal with the pressure of claims handling.
- Possess analytical ability and the ability to work independently to make appropriate claim handling decisions within established authority level.
- Self-motivated to comply with handling standards established in the line of business unit and the department.
- Ability to prioritize tasks so as to manage work flow in compliance with standards established for the line of business unit and the department.
Why Choose Glatfelter?
Glatfelter is honored to have been named a Best Place to Work in PA since 2005. We are proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. In addition to 17 paid holidays, (which includes a personal holiday and mental health and wellness day) we provide a variety of leaves for personal, health, family, and volunteer needs.
We believe in fostering our associates' development and offer a range of learning opportunities for associates to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible associates to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.
Equal Opportunity Employer
It has been and will continue to be the policy of Glatfelter Insurance Group to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At Glatfelter, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Glatfelter is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please contact Human Resources. Reasonable accommodations will be determined on a case-by-case basis.
Job Grade: 7