Commercial Claims Representative

Reports to: Commercial Lines Team Lead

Supervisory Role: No

Employment Type: Full-time, On-site or Hybrid

Mountcastle Insurance is a privately owned, independent insurance agency with offices in Lexington, Mount Airy, and Winston-Salem, NC. Mountcastle has provided insurance services in the Triad since 1890 serving commercial, group benefits, and personal lines clients.

• SUMMARY
  
  
  

The Claims Associate supports the agency’s clients and team by coordinating and managing the claims process from start to finish. This role serves as a key liaison between clients, carriers, and internal staff to ensure timely communication, accurate documentation, and excellent customer service throughout the claims experience.

• ESSENTIAL JOB FUNCTION
• Act as the primary contact for clients reporting new claims; gather initial details and submit to carriers.
• Monitor and track open claims, ensuring timely updates from carriers and adjusters.
• Maintain detailed claim notes and documentation within the agency management system.
• Communicate claim status updates to clients, producers, and account managers.
• Identify potential claim issues and escalate to management or carrier partners when necessary.
• Assist with claim reviews and loss trend analysis for key commercial accounts.
• Coordinate with risk control and service teams to support claims prevention and mitigation efforts.
• Provide prompt, professional, and empathetic customer service throughout the claims process.
• Performs related duties to benefit the mission and core values of the organization.
• QUALIFICATIONS
• 1-3 years of experience in insurance claims or agency support preferred (commercial lines experience a plus).
• Strong communication and organizational skills with attention to detail.
• Ability to manage multiple open claims and prioritize effectively.
• Proficient in Microsoft Office and agency management systems (AMS360, Epic, etc.).
• Positive, team-oriented attitude with a focus on client service.
• BENEFITS
• Paid Time Off & Holidays
• Hybrid Work Environment
• Health, Dental & Vision insurance
• 401(k) with company match
• Licensing, Continuing Education and training opportunities