Claims Service Representative - MPR

Costa Mesa, California

Claims Service Representative – MPR

Claims Service Representative (Member Preferred Repairs)

This position handles moderate to higher complexity claims matters involving material damage, property and / or liability lines of insurance written by the Interinsurance Exchange in compliance with all regulatory and statutory requirements. The primary functions include investigation, evaluation, and negotiation of moderate to higher complexity claims.


  • Conduct phone and/or field investigations to determine liability and damages. May attend and participate in legal proceedings. Identify and obtain statements from insureds, claimants and witnesses.

  • Communicate and interact with a variety of individuals including insureds and claimants.

  • Explain benefits, coverages, fault and claims process either verbally or in writing in compliance with regulatory and statutory requirements.

  • Negotiate within settlement authority with insureds and claimants to resolve first and third-party claims.

  • Update database production reports, and document and update claim files via company systems, i.e. CACS, HUON, HOC, etc.

  • Control expenses for areas of responsibility.

  • Verify and interpret / resolve coverage by gathering necessary information to ensure policy applicability.

  • Coordinate with internal and external departments as required.

  • Identify cross-sell opportunities based on members' product needs and service requests.

  • Enhance member relationship by diversifying use of products and services.

  • Provide sales leads to insurance, travel and other departments as appropriate.


  • Four year college degree or equivalent combination of education and experience required.

  • Proficient in damage analysis

  • Proficient in writing repair estimates using the CCC One program

  • Interacting with shops on a daily basis

  • Discussing and negotiating repairs with shops

  • Problem solving skills

  • Keeping insureds informed on repair status

  • Evidence of continuing education (i.e. industry designations) preferred.

  • Ability to service claims of low moderate and higher complexity as normally acquired through 5-15 years' experience.

  • Multi line business experience desirable.

  • Moderate computer and line of business technical software skills required.

  • Moderate knowledge of fault assessment and subrogation principles required.

  • Moderate leadership competencies necessary.

  • Advanced organization and planning recognition skills required.

  • Advanced oral and written communication skills required.

  • Advanced interpersonal skills required.

  • Advanced understanding of:

  • Vehicle repair procedures and issues or;

  • Building repair procedures and issues or;

  • Third party liability issues.

· 401(k) Savings plan with company match

The Automobile Club of Southern California is part of the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer