Who are we?   Plymouth Rock takes pride in being recognized by The Boston Globe as a Top Place to Work. We are a leading auto and home insurance carrier servicing customers across 6 northeast states. The Plymouth Rock Home team is a start-up within a well-established insurance company and has grown 6x the size over the last 2 years. Our headquarters is in the heart of Boston, across the street from the iconic South Station.   What are the expectations of this role?   As a Customer Solutions Associate on our Customer Solutions team, you will be responsible for delivering superior experiences to our customers by phone, email, and text. Specifically, these inquiries will be about our Home Insurance product. This is a dynamic, fast-paced environment in which you’ll use critical thinking skills and computer navigational abilities to solve customer problems. No two inquiries are ever the same, which makes this an exciting place to develop and hone your customer service and problem solving skills.   What is exciting about this role and Plymouth Rock?   This is a salary-based position that comes with full benefits, and promotional opportunities. No prior insurance experience is required, as you will receive extensive training and support. Plymouth Rock knows that happy employees promote happy customers, and that a successful, fulfilling employee experience makes all the difference. We foster a stable, diverse and thriving work environment where everyone feels valued, empowered and free to share ideas.   Essential Responsibilities - Primary responsibility is to provide extraordinary service on all inquiries regarding our home insurance product. These inquiries can come via phone, email, text and chat - Making sure every customer interaction results in a great customer experience. - Develop and maintain strong knowledge of our revolutionary insurance product - Accurately enter and update policy information into the various processing systems - Build enduring relationships with agents, customers and team members - Be willing to learn something new every day and apply it to future customer interactions Qualifications and Education - Excellent oral and written communications skills - Ability to multitask and adapt to changes quickly - Capability to identify and address customer’s needs to ensure an outstanding experience on every interaction - Capacity to work in a fast-pace supporting the rapid growth of our customer base - Be a self-motivated individual to meet & exceed goals - Proficient in the use of Microsoft Office - Minimum of 1 year overall work experience preferred - Have obtained or are working towards a college degree Perks: - Tuition reimbursement - Overtime eligible - Predictable office schedule - Downtown Boston office - 4 weeks accrued paid time off + 9 paid national holidays per year - Robust wellness & health and fitness reimbursement programs - Free onsite gym opening Summer 2023 - 401(k) bonus - Volunteer opportunities - Matching gift program - Auto and home insurance discounts - Company-paid life and disability insurance plans - Optional medical, dental, vision, legal, pet insurance, FSA and identity theft protection plans - Licensing opportunities - Company-sponsored social events About the Company   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”.

Here is what you will do:  - Timely investigation of moderate exposure Subrogation losses for Homeowners Property Claim Department - Contact all responsible claimants and insurance carriers to ensure timely recoveries - Prepare and send demands to third parties identified in investigations - Submit claims for authority approval when applicable - Negotiate settlement within assigned authority - Participate in proactive team activities to achieve departmental and company objectives - Collaborate with team members in roundtable discussions and case settlement discussions - Requires Moderate Oversight by Direct Supervisor - Moderate Authority Levels Here is what you will bring to the table:  - Strong verbal and written communication skills - Strong knowledge of property subrogation and recovery laws - Possess strong organizational skills - Ability to multi-task and prioritize tasks - Must have strong interpersonal skills with the ability to work closely with legal counsel, as well as manage outside vendors, and ensure that results are meeting our standards and objectives - Proficient in the use of Microsoft Office - Prior Subrogation experience required - Ability to obtain licensing upon successful hiring Why work for us: - 4 weeks accrued paid time off + 9 paid national holidays per year - Tuition Reimbursement  - Low cost and excellent coverage health insurance options (medical, dental, vision) - Gym membership reimbursement - Robust health and wellness program and fitness reimbursements - Auto and home insurance discounts - Matching gift opportunities - Annual 401(k) Employer Contribution (up to 7.5% of your base salary) - Various Paid Family leave options including Paid Parental Leave - $3,000 one-time bonus payment on health insurance waiver About the Company 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”.  

The Virtual Auto Appraisal Supervisor directs, controls, and monitors the work within the Virtual Estimating Team (VET).  The Virtual Auto Appraisal Supervisor ensures that the investigation, coverage, damage assessment, along with settlements and negotiations are completed in accordance with State(s) regulations and Plymouth Rock’s policies and procedures. The candidate will analyze a variety of management reports and conduct audits to determine program compliance and/or opportunity areas, generating action plans as necessary.  Effectively communicate and report observations to the Claims Director. This Supervisor will interact with customers, claimants, and vendors.   Essential Functions and Responsibilities - Directs and controls work of their unit and other areas assigned.  A significant portion of the candidate's day to day activities involve technical and administrative responsibilities associated with the unit.  - Review & approve damage and settlement amounts that exceed Staff's authority levels.  Monitor assignments and work flow to ensure timely service, efficiency, and the quality of work product. - Train and develop staff to achieve and maintain high quality performance standards. Conduct staff meetings to answer questions, complete training, and discuss new or revised procedures. - Audit casework in the unit and office for quality assessment, accuracy, and provide feedback & training to staff based upon the re-inspection results.  Re-inspections are on estimates completed by staff & independent appraisers, body shops, and vendors.  Provide feedback and training to the staff based on results. - Perform salary administration and performance evaluation of Staff. Address and properly document performance issues, action plans, and general developmental needs. - Review data reports; generate reports, and analysis to assess the staff's quality of work product to identify areas of improvement. - Complies with the Companies Quality Assurance program to identify problems, provide direction, and review performance of the Team’s members. - Resolve complaints from insureds, claimants, agents, other claim personnel, etc., through active participation. - Make recommendations to management for promotions, staff size, staffing changes, salary administration.  May participate in the hiring of new employees. - General day-to-day administrative recording keeping and compliance requirements. - Review and approve expense accounts submitted by staff. - Obtain the necessary licenses within 90 days. - Complete special projects as assigned by Management. Out of state travel will be required between Claims offices. - Must be willing to participate in catastrophe claim handling when requested.  This may include traveling to other locations, extended and weekend hours and up to a three week stay away from home.  Qualifications and Education - Bachelor’s degree preferred from a four-year College or University, plus 3 to 5 years appraisal experience - Must be proficient with Microsoft office Suite Products and Auto Estimating Software (Mitchell preferred). - Preferred to have Auto Appraisal and/or Adjusters licenses in CT, NH, NJ, NY, MA, PA, and other states. - Must be proficient with data analytics and metrics to review and establish reports/metrics needed to track results. About the Company The Plymouth Rock Company and its affiliated group of companies write and manage over $1.7 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 1,800 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.   #LI-JS1

The Plymouth Rock Home team is an innovative Insurtech start-up within a successful, well-established insurance organization. We tripled topline revenue over the past 4 years by revolutionizing the way homeowners insurance is priced, marketed, bought, and sold.  Our customers obtain a home insurance quote in seconds.  This @Home product marries cutting edge data science and predictive modeling, a simplified sales process and a feature-rich coverage package that our distributors want to sell and consumers want to buy.  More than just a normal insurances carrier, Plymouth Rock offers assurance beyond expectations.     This position reports to the Chief Claims Officer of Plymouth Rock Home.  The Director of Complex Claims oversees Plymouth Rock’s most challenging losses.  They will lead teams handling Large Loss (1st party homeowner claims exceeding $100,000), Homeowner Subrogation as well as Homeowner Litigation & Liability.  This role is based in our Boston, MA headquarters.  The Director manages multiple teams of claims adjusters across a six state footprint, ensures that claims are handled in a timely and efficient manner, resolve customer inquiries and complaints, and stays up-to-date on changes in the insurance industry.    The Complex Claim Director is a key part of the executive team at Plymouth Rock. They brief top executives (President/CEO) on emerging claims, industry trends and event forecasts.  Their input directly impacts not only day-to-day operations but also strategic planning for the claims department and Plymouth Rock Home.  Our flat organizational structure and lack of red tape create allow the Director to be highly influential and impactful.  They drive the direction and are key to the results of our entire operation.  We expect this Director to lead creative initiatives and an energized group employees that give us a sustainable advantage over our competition.   The ideal candidate is a highly organized and detail-oriented individual with excellent communication and interpersonal skills. They have a strong understanding of insurance laws and regulations.  The director develops and implements new claims training, strategies and procedures that drive best in class operational performance.  Key responsibilities of the role include:   - Strategy: Develop and implement new claims strategies that improve the efficiency and effectiveness of the claims process. This includes identifying areas for improvement, developing new technology, tools resources, and managing the implementation of new initiatives. - Innovation: Identify and implement innovative solutions to claims challenges. This includes using new technologies, developing new training programs, and creating new ways to interact with customers. - Resource Management: Effectively manage the resources of the claims team, including budget, personnel, and technology. This includes developing and managing budgets, hiring and training staff, claim distribution, and ensuring that the team has the resources they need to be successful. - Coaching & Development: Provide one to one coaching to ensure managers are equipped to lead and develop their teams. Identify high potential talent, mentor, to create bench strength and a strong succession plan.   Essential Functions and Responsibilities   - Leads a team of experienced Supervisors and Team Leaders. - Establishes unit goals for service, efficiency and quality. - Responsible for multiple teams of Large Loss, Subrogation, Litigation & Liability adjusters. - Meets or exceeds all stated objectives - Provides insights based on thorough data analysis on all results not meeting standard - Rapidly develops and implements action plans to improve any result not meeting standards - Provides insightful analysis of operational results and any necessary improvement plans for unit. - Evaluates performance of supervisors and team leaders. - Conducts mid-year, annual performance reviews and annual objective setting. - Oversees evaluation process of front line adjusters. - Coaches and develops Supervisors and Team leads, supporting succession planning goals and objectives. - Demonstrates technical acumen to ensure that coverage is determined correctly and that large loss estimates are settled accurately, liability claims assessed and negotiated to positive outcomes - Monitors assignment of claims to unit members based on complexity, severity, and volume. - Reviews active and closed files in compliance with Quality Assurance program to identify trends, provide direction, and provide feedback to unit. - Participates in catastrophic claim strategy planning and execution. - Responds to Department of Insurance complaints as needed. - Reviews and approves settlements that exceed Supervisor/Team Lead authority levels. - This job will also require occasional field work – becoming involved in on-site damage issues in an attempt to resolve escalated disputes and will also involve field re-inspections to identify and measure improper scoping, adjusting and pricing practices. Staff ride along will be required.   Qualifications and Education - A Bachelor’s Degree (B.A.) from an accredited four year college or university. - 10+ plus years related Homeowner claims adjusting and management experience. - Strong organizational, verbal, and written skills. - The ability to manage teams through high volume situations and/or adversarial jurisdictions. - Claim litigation handling, training and supervisory background preferred. - Experience with Xactware estimating system and Xactanalysis management reporting preferred.   About the Company The Plymouth Rock Company and its affiliated group of companies write and manage over $1.8 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 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.   #LI-DNI #LI-PC1

The Auto Damage Appraiser/Crashbuster is responsible for preparing physical damage estimates on vehicles where a claim has been submitted for first or third party damages in the Quincy, MA and Milton, MA regions. The candidate will be required to provide a high level of customer service while utilizing measures to control severities. Essential Functions and Responsibilities: - Survey damages, prepare estimates and negotiate settlements.  Settlements include partial and total losses within their established authority level. - Issue drafts to the appropriate parties. - Document the claim file as necessary. - Complete re-inspections and supplements in a timely manner complying with all state regulations. - Liaison to Body Shops in our GRP network.   - Comply with all production standards and estimating guidelines - Ensure that service, expense control and public relations are maintained at all times. - Complete reports on recovered theft and fire assignments. - Participate in team meetings - Participate in catastrophic claim handling when requested. This may include overnight travel for extended periods of time. - Adhere to privacy guidelines and MA Fair Claims Practices Act. Qualifications and Education:    - Assigned Territory – Quincy, MA and Milton, MA regions - Must have a valid Massachusetts Auto Damage Appraiser License - Must have valid driver’s license and favorable driving record. - A minimum of 1-3 years of auto claims appraisal experience. - Adverse conditions are encountered while inspecting vehicles. Candidate must be able to work outside in inclement weather and drive long distances. - Comfortable completing inspections of damaged vehicles including but not limited to crawling under and around vehicles, inspecting vehicles in tight quarters at body shops and salvage yards, etc. - Must be willing to participate in catastrophe claim handling when requested. This may include traveling to other locations, extended and weekend hours, and up to a three week stay away from home. - Must have a strong mechanical aptitude. - Body shop experience a plus but not required. - Must be organized and possess the ability to work independently with limited supervision. - Must possess solid communication and negotiation skills   About the Company:   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”.    #LI-DNI

Our Customer Care Representatives work in a dynamic service center where professionalism and commitment to our team environment is highly valued. Representatives handle a large volume of inbound calls from our customers, agents, and third parties. The representative will also process policy change requests, work independently on project assignments and other work handled in the Customer Solutions Center. Representatives are expected to exercise good judgment, flexibility and friendliness in their interactions. Qualifications and Education: - A friendly, customer service focused orientation - Excellent oral and written communication skills - Excellent organizational and problem solving skills - Property and casualty claims handling experience desired, but not necessary - Ability to multi-task and a proficiency personal computers - Bachelor or Associate's Degree  Perks:  - Office Schedule - 4 weeks accrued paid time off + 9 paid national holidays per year - Robust wellness & health and fitness reimbursement programs - 401(k) bonus - Tuition reimbursement - Auto and home insurance discounts - Volunteer opportunities - Matching gift program - Company-paid life and disability insurance plans - Optional medical, dental, vision, legal, pet insurance, FSA and identity theft protection plans Essential Functions and Responsibilities  - Answer questions regarding policies, coverages and premiums; assume ownership for thorough follow up on all contacts. - Deliver first call resolution and make it easy for the customer. - Develop and maintain complete product knowledge of all three lines (Auto, Homeowner and Umbrella). - Accurately enter and update policy information into the various processing systems and handle phone inquiries. - Develop and foster Agent/Company Relationships. - Perform research and initiate changes/corrections to customer’s policies according to established procedures and sound business judgment. - Meet and/or exceed the expectations of customers and agents, providing professional and efficient service at all times through positive interactions and extensive product knowledge. - The ability to work a flexible schedule is a critical aspect of this position.  Hours for this position are shifts between: 8:00am–7:00pm Monday – Friday and 10:00am–3:00pm every other Saturday About the Company   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”.