Claims Representative, Total Loss

The Total Loss Unit within our Claims Organization plays a critical role in delivering a seamless and supportive experience during what can be a stressful time for our customers. This team is responsible for identifying, negotiating, and resolving total loss claims with both insureds and claimants. The Total Loss Claim Representative is a key contributor who manages claim documentation, processes payments, and coordinates the disposition of salvage vehicles. In this role, you will have the opportunity to make a direct impact by guiding customers through the total loss process while balancing cost control and recovery efforts.Responsibilities:Negotiate and communicate total loss and diminished value settlements in accordance with company and state guidelines (including NJ and multi-state jurisdictions such as MA, NH, CT, NY, and others as needed)Clearly explain total loss evaluation methodologies to vehicle owners, building trust and confidence throughout the processApply a working knowledge of vehicle financing and leasing in claim resolutionReview damage estimates to determine total loss eligibilityAccurately document all claim activity and settlements in the claim file systemPartner with salvage vendors to coordinate vehicle movement and secure competitive salvage bidsIndependently manage and settle claims within authority; collaborate with leadership for approvals, guidance, or escalations as neededProactively escalate claims that require additional support or are not progressing positivelyMaintain an organized diary system, effectively prioritizing and managing multiple claims simultaneouslyAdapt quickly to changing workloads in a fast-paced environmentKeep customers, agents, and stakeholders informed with timely updates and clear communicationEnsure exceptional service while maintaining strong loss and expense controlAdhere to all privacy standards, laws, and regulatory requirementsPrepare and process payments to vehicle owners, financial institutions, and leasing companiesWork Location: This is an in-office role based in our Parsippany, NJ office.Qualifications:Experience in property and casualty claims handling preferredAbility to work both independently and collaboratively within a teamStrong verbal and written communication skills, with a customer-focused approachExcellent organizational and time management abilitiesEffective problem-solving and decision-making skillsProficiency in Microsoft Office tools, including Word, Excel, and Outlook Perks and Benefits:4 weeks accrued paid time off + 9 paid national holidays per yearRobust wellness & health and fitness reimbursement programs401(k) bonus programTuition reimbursementAuto and home insurance discountsVolunteer opportunities2:1 donation matching programCompany-paid life and disability insurance plansOptional medical, dental, vision, legal, pet insurance, FSA and identity theft protection plansSalary Range: The pay range for this position is $48,000 to $73,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity. The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.