Claims Service Representative at Penn National… · Harrisburg

Claims Service Representative

Location: Harrisburg, PA, United States

We are seeking a Claims Service Representative to support the Claims Division in achieving and promoting the lowest fair claims settlement. This position is responsible for the routine administrative and customer service aspects of the claims handling process according to the established guidelines of the Claims Division.

This is a hybrid role reporting to the Harrisburg, PA office.

COMPETENCIES AND ESSENTIAL DUTIES

Team Building

• Adheres to the work group’s expectations and guidelines; fulfills team or work group responsibilities; demonstrates personal commitment to group goals.
• As directed by leadership, this position will be responsible for training team members on current processes.

Attention to Details

• Enters data into the claims processing systems as instructed by the Team Leaders, Claims Managers, or adjusters while adhering to quality and productivity guidelines established by the claims division.
• Claims Division: Inputs the proper coverage(s) and classification(s) when setting up new claims.
• Claims Division: Answers Claims switchboard calls (approximately 100 calls per day), providing callers with basic information and transferring calls to proper adjusters

Quality Orientation

• Performs duties outside of the claims systems, such as filing, distribution of mail, check printing and other various tasks, in support of the claims division.
• Claims Division: During periods of high claim volume, provides prompt and professional customer service to agents, policyholders, and internal customers with regard to new claim notification, inquiries, and requests received via telephone, fax, email or internet.

Planning & Organizing

• Researches policy/or policy and other systems to resolve claims processing issues.

Positive Approach

• Communicates with internal and external customers by phone, fax and e-mail in a professional and courteous manner.

Applied Learning

• Puts new knowledge, understanding, or skill to practical use on the job; furthers learning through practice and ongoing feedback.
• Readily absorbs and comprehends new information and develops skills from formal and informal learning experiences.

Effectively Communicates and Connects

• Communicates clearly and concisely.
• Prepares written communications that adhere to department standards.
• Attentively listens and asks clarifying questions.
• Builds a positive relationships within the workplace.

Customer Focused

• Develops and maintains knowledge about the needs of customers and how the team provides value.
• Aware of customer risks and when to escalate risks.
• Identify and utilize the appropriate resources to solve customer problems.
• Accelerates follow-up and action to resolve issues.

Talent Development Mindset

• Brainstorm ideas for technical and/or professional development.
• Work with supervisor to identify relevant development opportunities, shadow opportunities, including technical skill building and professional skill enhancement.
• Act on opportunities to recognize colleagues for a job well done.

Demonstrates Adaptability

• Seeks to understand others' needs and perspectives, especially those different from my own.
• Open to learning about new and challenging ideas to drive the success of the work in which I am involved.
• Learning how to be flexible to accommodate deliverables and prioritize work effectively.

Demonstrates Accountability

• Takes ownership of mistakes and consults with others to resolve, learning from the experience.
• Consistently checks the accuracy of work.
• Provides coverage or assistance to others when needed.
• Proactively steps-up to provide guidance or assistance.

SPECIAL RELATIONSHIPS

• Direct contact with the Claims Service Office Managers, Team Leaders, and adjusters
• Direct contact with various levels of Home Office Claims personnel
• Claims Division: Direct contact with various levels of Underwriting personnel

QUALIFICATIONS

Education/Credentials

• High School diploma, or equivalent

Experience

• Prior customer service experience preferred

Technical/Professional Knowledge

• Good interpersonal skills, with the ability to interact in a professional and tactful manner
• Good communication skills – both verbal and written
• Good Personal Computer skills, with an emphasis on Microsoft Office Suite
• Strong keyboard, data entry and typing skills required, along with the ability to perform various clerical duties
• Ability to perform standard business mathematics
• Must be able to multi-task and perform job responsibilities with the interruption of phone calls
• Must be able to work as a team member in a fast-paced environment
• Must be adaptable and able to quickly adapt to schedule changes

The compensation has been carefully determined by considering a variety of important factors, including skill sets, experience, training, and certifications. With these considerations in mind, the estimated hiring range is $39,000 - $54,000. Additionally, you may be able to participate in our annual incentive program, depending on eligibility under the plan.

JOB 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.

Why 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 Growth

Your 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 Strength

Joining 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 Together

Making 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 Path

We’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.