Claims Customer Experience Specialist at Amerisure Insurance Company in Lawrenceville, Georgia

Job Description:

WHEN APPLYING PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI, ETC.)

Amerisure creates exceptional value for its partners, policyholders and employees. As a property and casualty insurance company, Amerisure’s promise to our partner agencies and policyholders begins with a comprehensive line of insurance products designed to protect businesses, as well as the health and safety of every employee. Amerisure is an A.M. Best “A” (excellent) rated company and services mid-sized commercial enterprises focused in construction, manufacturing and healthcare. We are ranked as one of the top 100 Property & Casualty companies in the United States, and have more than $755 million in Direct Written Premiums and $1.08 billion in surplus.

Amerisure is currently recruiting for a Claims Customer Experience Specialist that will need to be close to our Atlanta or Charlotte office. This role can sit remotely, but will travel locally. The ideal candidate will also possess the following skill set. 

Summary Statement

Develops, coordinates, and facilitates Claim service strategy for a portfolio of agents and complex key accounts.  Responsible for showcasing, communicating, negotiating, and selling the depth and breadth of our claim services and capabilities.  Responsible for keeping business partners and the agency informed of any issues that may impact account retention.  

Essential Tasks/Major Duties

• Develops and advances relationships with agency customers, policyholders and internal business partners to provide industry differentiated claim services experiences.


• Collaborates with agency customers, policyholders and internal business partners to develop and implement service strategies that address customer needs.


• Conducts needs analysis to ascertain pain points with prior carriers to offer the right services at the right time to the account.


• Completes root cause analysis for service issues that arise and develops a resolution strategy in collaboration with the account and other Claims staff to mitigate the issue and prevent recurring issues.


• Communicates customer expectations to the Claims team to assure compliance.


• Responsible for recognizing and escalating Claim service requests that are outside of prescribed service guidelines.


• Educates agencies and policyholders about the tools and resources Amerisure has available to improve the customer experience.


• Analyzes and interprets data to develop solutions and Claim service strategies to reduce overall loss costs.


• Monitors execution of Claims service plans and business objectives throughout the lifecycle of the policy.


• Works in tandem with Claims Customer Experience Associate to assure seamless delivery of services to the agencies and policyholders.


• Provides customer service training to frontline claims professionals.

Knowledge, Skills & Abilities

• Bachelor’s degree in related field preferred but not required.


• 5 years commercial underwriting, commercial agency, loss control and/or claims experience.


• Proficient computer skills required including Microsoft Office Suite.


• Demonstrated intellectual curiosity and consideration of all options available to find solutions.


• Demonstrated successful ability to build positive relationships and partnerships within department, across the organization and with external customers.


• Excellent organizational skills, including ability to multi-task and prioritize workload.


• Ability to think strategically with supporting analytical and problem-solving skills, including the ability to deal with ambiguity.


• Excellent verbal and written communication skills with the ability to interact with internal and external customers.


• Proven negotiations skills.


• Capable of organizing, multi-tasking and prioritizing work.


• Ability to make prompt, intelligent decisions based upon detailed analysis of complex issues.


• Ability to travel up to 20%.

WHEN APPLYING PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER SUCH AS CHROME, FIREFOX, ETC.

Just as we are committed to creating exceptional value for our Partners For Success® agencies and policyholders, Amerisure also remains committed to being an employer of choice. We reinforce this commitment by adhering to an Employee Value Proposition that, in part, is provided through a competitive total rewards package. Amerisure offers a Compensation & Benefits Package that includes competitive base pay, performance-based incentive pay, comprehensive health & welfare benefits, 401(k) savings plan and profit sharing. In addition to generous paid time off programs, we allow our employees flexible and remote work arrangements.  If you strive for excellence and are committed to personal and professional growth, Amerisure is looking for you.

Amerisure Insurance provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Amerisure Insurance complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Amerisure Insurance expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Amerisure’s employees to perform their job duties may result in discipline up to and including discharge.