Express Specialist

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.

Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.

We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status…