Claims Representative - Contents Specialist
Department: Claims
Promotion to this role is subject to availability.
Role Overview
Role Description
The Contents Specialist is responsible for the investigation, evaluation, documentation, and settlement of personal property (contents) claims. This role focuses on accurate inventory development, valuation, and timely resolution while delivering a high level of customer service during often sensitive loss situations. The specialist serves as a key partner in the claims process, ensuring contents losses are handled thoroughly, fairly, and in alignment with policy provisions and company standards. Conduct detailed investigations of personal property losses, including on-site inspections when applicable. Develop accurate and comprehensive inventory lists of damaged contents, documenting quantity, description, age, and condition. Validate and support inventory through photos, receipts, and other documentation. Identify salvage opportunities and ensure proper disposition of damaged property
Strong understanding of personal property valuation, depreciation, and coverage application
Experience with inventory/estimating tools (e.g., Xactimate, contents platforms) preferred
Excellent attention to detail, with a focus on accuracy in inventory and valuation
Strong communication and customer service skills, including the ability to handle sensitive or high-stress situations
Ability to manage multiple assignments and meet timeliness expectations
Ability to work both independently and collaboratively within a team environment
Key Skills & Competencies
Customer & Agent Contact (Hours): 24
Avoidable Escalations (DOI, Exec): 0
On Site Inspection (Days): 2
Productivity (New Claim Assignments Quarterly):12
ACV Payment Cycle Time (Days): 45
Reserve Timeliness (Days): $1.23 (5) / LL Reserve (21)
Estimate Accuracy: 97%
File Quality (DNM %): 10%
SIU Referrals (Eligible Claims): 100%
Subrogation Referrals (Eligible Claims):100%
KPIs
Role Development
Guidelines for Promotion into this Role
Beyond this Role
Common Next Roles
Senior Claims Representative - Contents Specialist
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