Claims Representative II

Job DescriptionThe 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 or client standards. Competencies And Essential DutiesBusiness AcumenPrepares 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. NegotiationMakes 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, to include: 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. Results OrientedEffectively identifies and pursues subrogation and salvage opportunities, when available. Time and Priority ManagementPerforms 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.

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. Decision MakingAnalyzes 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. Generates alternative solutions to problems or situations involving assigned claims. Setting or adjusting reserves in accordance with the degree of liability and value of the claim.

Performs other duties as may be assigned by the CSO Team Leader Multi/WC, Claims Service Office Manager II, or CSO Team LeaderCORPORATE CORE COMPETENCIESEffectively Communicates and ConnectsCommunicates and negotiates effectively with peers regarding work outcomes. Influences by making a strong case, bringing other people on the team to understand the presented viewpoint. Provides feedback and is clear when disagreeing with an approach; offers suggestions for improvement. Attentively listens and asks clarifying questions and paraphrases to enhance understanding. Build and nurture positive relationships within the workplace. Customer FocusedIdentifies explicit and implied customer needs.

Asks probing questions to fully understand business requirements. Develops positive relationships with customers by meeting their needs as well as incorporating their feedback. Responds quickly and takes action with high quality solutions that address needs and improve overall customer experience. Owns resolution of customer experience outcome. Talent Development MindsetDiscuss technical and professional development with peers to gain suggestions for further development. Actively seek and act on opportunities to recognize peers for high performance. Stays alert to identify learning opportunities for self. Demonstrates AdaptabilityContributes to progressive thinking within the team by posing questions that challenge traditional methods or processes.

Proposes ideas and suggests new approaches to tackling own work tasks and issues in a better way to drive organization success. Participate in and actively support change initiatives, and provide ideas to promote their success. Recognizes and manages an ambiguous work environment. Demonstrates flexibility in generating alternative solutions and recommendations. Demonstrates AccountabilityApplies judgment in making decisions about own work, and takes responsibility for actions. Demonstrates reliability by producing steady work results and delivering on commitments to team members on time. Takes responsibility for regularly seeking and applying feedback and actively learning from errors and setbacks.

Understands the mission of the organizationSPECIAL RELATIONSHIPSThe Claims Representative II reports to the assigned CSO Team Leader Multi/WC, Claims Service Office Manager II or CSO Team LeaderThe Claims Representative II has direct contact and interacts with all levels of personnel within the Claims Service OfficeOccasionally interacts with underwriting personnel regarding claim issuesMay occasionally interact with agentsHas direct contact with policyholders/claimants, third parties, medical/legal professionals, vendorsQualificationsEducation/CredentialsHigh school diploma or equivalentBachelor's degree preferredAdjuster’s license or be willing to obtain one as requiredExperienceSuccessful completion of Claims Representative II Trainee curriculum or a minimum of 1 year experience in a property/casualty claims handling position.

Technical/Professional KnowledgeEffective communication skills, both oral and writtenEffective inter-personal skillsEffective organization skills, with the ability to work independentlyMust be detail oriented, as assigned work requires significant attention to detailPersonal Computer skills, with an emphasis on Microsoft productsAbility to work within a team-oriented, fast-paced, customer-focused environmentBasic understanding of tort and state laws applicable to assigned claimsBasic understanding of the Unfair Claims Settlement Practices Act, insurance policy coverages and provisions, and medical, legal, automotive and construction terminologyJOB 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 see and effectively use a computer monitor. Must be able to operate a computer, keyboard and applicable printers and other general office equipment. Must be able to access and enter information accurately using automated systems. Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients. 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 have a valid driver’s license and be able to operate a motor vehicle. Must be able to travel, with overnight stays required. Must be dependable and able to adhere to scheduled work hoursOnly candidates from the following states will be considered for opportunities with Penn National Insurance/Inservco Insurance Solutions: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.

About UsWhy 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 GrowthYour 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 StrengthJoining 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 TogetherMaking 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 PathWe’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, HRBusinessPartner@pnat. com .