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Senior Claims Support Specialist

Date: Mar 18, 2023

Location: Knoxville, TN, US, 39722

Company: Erie Insurance

Division or Field Office:

Knoxville Claims Office

Department of Position: Claims Department 

Work from:

Branch Office
Salary Range:

$33,755.00 - $53,921.00 *

salary range is for this level and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location, and experience of an applicant, as well as level of role for which the successful candidate is hired.


At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia. 

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

  • Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
  • Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
  • Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
  • 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
  • Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
  • Career development. Including a tuition reimbursement program for higher education and industry designations.

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.


Position Summary

Under minimal supervision, performs more complex claims/zone support and administrative activities. Also performs various systems-related tasks and trains users on ERIE systems.


  • This is an in-office position, with office hours of 8:00am to 4:30pm.

Duties and Responsibilities

Performs complex support and administrative functions, including developing and maintaining spreadsheets and reports, and supporting third party vendor relationships and processes. Orders supplies and schedules/coordinates meetings. Greets and directs visitors to appropriate personnel.


Provides inbound and outbound phone support to customers including policyholders, claimants and agents, and handles all inquiries with customer service as a priority.


Provides support in various disciplines including material damage, property, liability, subrogation, workers compensation, medical, and litigation. Assists with various activities including preparing and processing documents, preparing time sensitive and confidential claim file information on a routine basis. Assist with follow up calls and other claim file support as needed.


Performs various system-related tasks and assists in resolving systems problems. Acts as a liaison to Home Office regarding systems issues. Trains users on ERIE systems.


Handles financial transactions including transfers, recoveries and recodes for claim files. Handles sensitive financial information including bank deposits, vendor file verifications, IRS verifications and updates.

Provides customer service support during weather events including CAT loss reports and other CAT support duties.


Responds to inquiries from customers, including but not limited to, adjusters, Policyholders, Agents, independent adjusters and claimants and/or refers to others as required. Handles all inquiries with customer service as a priority.


Duties and Responsibilities (cont'd if applicable)

Assists claims personnel with various activities, as required, including accessing and verifying Policyholder information, providing other information, completing paperwork and entering loss reports and/or claims information into the claims management system. Maintains diary systems of open claim files as required.


Assists supervisor with various tasks including setting schedules and assigning work as required.


Completes special projects as required.


Trains/mentors less experienced staff as required. Substitutes, acts as a back-up and cross-trains for other field office positions as required.


The first five duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.


Job-Specific Knowledge
Values Diversity
Nimble Learning
Customer Focus
Cultivates Innovation
Instills Trust
Optimizes Work Processes
Ensures Accountability
Decision Quality


Minimum Required Education Equivalents

Bachelor's degree in business or related field; or

Associate's degree in business or related field and two years customer service in a professional setting claims support or office experience; or

High School Diploma or GED and four years claims support or office experience, required.

Demonstrated ability to type a minimum of 45 words per minute and 100 net data entry keystrokes per minute preferred. Completion of LOMA Select tests required. Passing score on LOMA Select tests required. Working knowledge of word processing and spreadsheet software required. Experience in the insurance industry preferred. Completion or active pursuit of Program in General Insurance (INS 21, 22,23) and Program in Supervisory Management 18 and 19 preferred. Valid driver's license preferred.

Physical Requirements

Lifting 0-20 lbs; Frequent (50-80%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Occasional (<20%)
Driving; Rarely
Pushing/Pulling; Frequent (50-80%)
Manual Keying/Data Entry; Frequent (50-80%)
Climbing; Rarely