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Property/Casualty Agency Service Specialist

Midwest Family Mutual is seeking a detail-oriented, customer-focused Agency Service Specialist to join our Agency Service Center team. In this role, you’ll serve as a connection point between our company, independent agents, and policyholders—ensuring timely, accurate processing of business while delivering a high-quality service experience.

 

This position is responsible for accurate and timely data entry/application processing, while providing excellent customer service to our independent agents and insureds. ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering exceptional service. Strong commercial lines experience and the ability to manage a high-volume workflow are essential to success.

 

Midwest Family Mutual is a Property & Casualty insurance company with a long-standing commitment to service, relationships, and innovation. We have successfully operated as a fully remote organization since 2006, fostering a collaborative and flexible work environment without plans to return to a traditional office setting.

This is a remote (work from home) desk position and requires someone who works well independently as well as part of a remote team environment. A dedicated home office space, wired high speed internet connection is required. 

*Work hours for this position are 10:00am – 7:00pm CT; Monday – Friday, with occasional overtime.

 

Key Responsibilities

Additional duties may be assigned based on business needs.

• Process & Review Business: Accurately review and process commercial quotes and new business applications in a timely manner
• Agent & Customer Support: Respond to agent and policyholder inquiries via phone, email, and chat with professionalism and urgency
• Billing Assistance: Address billing questions and process payments efficiently
• Policy Servicing: Support personal lines changes and quoting as needed
• Cross-Functional Collaboration: Partner with Underwriting, Marketing, and other internal teams to deliver seamless service
• File & Data Management: Maintain accurate, organized records within a paperless system
• Service Excellence: Deliver consistent, high-quality customer service in a high-volume environment

Qualifications

• Minimum 3+ years of Property & Casualty insurance experience (commercial lines strongly preferred)
• Proven experience in a high-volume, customer service or call center environment
• Strong communication skills (written and verbal) with the ability to engage effectively across audiences
• Excellent attention to detail and organizational skills
• Ability to work independently while contributing to a remote team environment
• Strong data entry and system navigation skills

 

Work Environment & Requirements

• Fully remote, work-from-home position
• Dedicated home office space required
• Reliable, high-speed wired internet connection required
• Occasional travel to the Iowa office may be required

 

Education & Professional Development

• High School Diploma or GED required
• Insurance designations (e.g., CPCU, CIC, INS) are a plus and encouraged

 

Why Join Midwest Family Mutual?

• Established remote-first culture with long-term stability
• Collaborative, team-oriented environment
• Opportunity to deepen expertise in commercial and personal lines
• Meaningful work supporting agents and policyholders every day

 

Midwest Family Mutual offers a competitive salary and a comprehensive benefits package including:

• Medical Insurance 
• Wellness Incentives – Eligible employees may earn up to $850 annually:
• Dental Insurance
• Vision Insurance 
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA), including Medical and Dependent Care options
• Employer-paid Short-Term Disability and Life Insurance 
• Optional supplemental benefits including: Long-Term Disability, Life Insurance, Accident, Hospital Indemnity, Critical Illness, and LifeLock Identity Protection
• Paid Time Off (PTO) and nine (9) paid holidays annually
• Paid leave for employer-approved continuing education (CE) courses, with reimbursement for eligible CE-related educational expenses
• Up to eight (8) hours per year of paid time for qualified volunteer activities
• Employer matching contributions for donations made to qualified 501(c) charitable organizations

Property/Casualty General Liability Adjuster

Midwest Family Mutual Insurance Company (MFM), headquartered in Urbandale, IA, has been a trusted insurance provider since 1891. As a super-regional mutual insurer, we deliver top-tier personal and commercial coverage across multiple states. We prioritize financial stability, customer service excellence, and innovation, fostering a collaborative and forward-thinking work environment. MFM is proud to be a full-time, work-from-home company, providing employees with the flexibility and support to thrive remotely.

 

• Focus on Agents & Customers – We are committed to Independent Agents as our exclusive distribution channel. Our mission is to serve our Agents first so they can best serve our policyholders, ensuring competitive pricing, proper coverage, and fair claims service.
• Innovate – We embrace change and encourage employees to share innovative ideas that enhance productivity, product offerings, cost containment, and customer experience.
• Think Like an Owner – Every employee should bring an “owner mindset” to their work, making decisions that support company growth, sound underwriting, and responsible claims service.
• Treat Each Other Like Family – We value a close-knit company culture, where employees are known by name, not by number. Even in a remote setting, we strive to build meaningful connections across teams.
• Enjoy What You Do – With over 2,000 hours dedicated to work each year, we foster an environment where employees find purpose and satisfaction in their roles, whether through assisting policyholders or contributing to strategic growth.
• Do Things the Right Way – Ethical integrity is paramount. We emphasize best practices, responsible decision-making, and doing what is right, even when no one is watching.

Join our team as a General Liability Claims Adjuster, where your expertise, problem-solving skills, and dedication to fair claim resolution will make a real impact. This role demands strong analytical abilities, sound judgment, and top-tier customer service to support agents and policyholders.

 

Key Responsibilities

• Investigate & Evaluate – Conduct in-depth claim investigations, gather recorded statements, and determine coverage.
• Reserve Management - Timely & Adequate reserving.
• Document Management – Maintain organized, professional claim files, reports, and communications
• Negotiate & Resolve – Strategically negotiate settlements to achieve fair, timely resolutions.
• Stay Current – Keep up with evolving legal statutes, policy conditions, and industry trends.
• Navigate Technology – Operate seamlessly within a paperless Claims Management System.
• Engage in Legal Proceedings – Travel as needed for depositions, mediations, and trials.

Qualifications & Experience

• 2+ years handling Commercial Liability claims, inclusive of litigation experience.
• Strong negotiation, analytical, and problem-solving skills.
• Excellent written and verbal communication abilities.
• Proficiency in Microsoft Word and Excel.
• Highly organized with keen attention to detail.
• Ability to work independently in a fully remote setting.
• Experience with mediations, arbitrations, and settlement negotiations.
• Strong collaboration with legal counsel and claims teams.

Work Conditions

• Remote Work Environment – This position is primarily remote and requires a dedicated, professional home office workspace that provides a safe, secure, and distraction-limited work environment. 
•  Work Schedule – Standard 40-hour workweek with flexibility within established business hours. Core business hours are 8:00 a.m. – 5:00 p.m. CST. Due to the nature of claims operations, occasional early morning, evening, or extended hours may be necessary during periods of high claim volume, catastrophic events, or other business demands. 
• High-Speed Internet – Reliable, high-speed internet service is required to support video conferencing, cloud-based applications, and efficient communication throughout the workday. 
• Technology-Driven Environment – Frequent use of a computer, multiple monitors, keyboard, mouse, telephone, and virtual meeting platforms. Ability to accurately and efficiently use technology for extended periods is essential. 
• Manual Dexterity – Requires fine motor skills and manual dexterity sufficient to operate a computer keyboard, mouse, telephone, and other standard office equipment with precision and accuracy. 
• Visual Requirements – Frequent viewing of computer monitors, electronic documents, and claim files requiring close visual attention and the ability to distinguish details. 
• Communication – Frequent verbal and written communication with policyholders, agents, attorneys, contractors, vendors, and internal business partners via phone, email, and virtual meetings. 
• Work Schedule – Primarily sedentary work requiring prolonged periods of sitting while maintaining the ability to occasionally stand, walk, stretch, or move throughout the workday. 
• Travel – Occasional travel may be required for claim investigations, training, meetings, or company events.

 

Why Join MFM?

• Comprehensive Benefits Package – Enjoy competitive health, dental, and vision insurance.
• Retirement Planning – 401(k) with company match and a Defined Benefit Pension Plan to help secure your financial future.
• Work-Life Balance – Generous paid time off and company holidays.
• Professional Development – Opportunities for ongoing training and career growth.
• Wellness Support – Employee assistance programs and wellness initiatives.
• Technology Stipends – Support for home office setup and remote work tools.
• Autonomy & Flexibility – Thrive in a fully remote, supportive work culture.
• Growth & Development – Expand your skills in a dynamic claims environment.
• Impactful Work – Make a real difference by ensuring fair and timely claim resolutions.
• Innovative Culture – Be part of a company that values forward-thinking and continuous improvement.

Ready to take your career to the next level? Apply today and become part of a team that values expertise, collaboration, and innovation!

Commercial Auto Bodily Injury Adjuster - Casualty Insurance

• Investigate & Evaluate – Conduct in-depth claim investigations, gather recorded statements, and determine coverage.
• Reserve Management - Timely & Adequate reserving.
• Document Management – Maintain organized, professional claim files, reports, and communications
• Negotiate & Resolve – Strategically negotiate settlements to achieve fair, timely resolutions.
• Stay Current – Keep up with evolving legal statutes, policy conditions, and industry trends.
• Navigate Technology – Operate seamlessly within a paperless Claims Management System.
• Engage in Legal Proceedings – Travel as needed for depositions, mediations, and trials.

Position Requirements

• 2+ years handling Commercial Automobile or Motor Carrier Liability claims, inclusive of litigation experience.
• Strong negotiation, analytical, and problem-solving skills.
• Excellent written and verbal communication abilities.
•  Proficiency in Microsoft Word and Excel.
•  Highly organized with keen attention to detail.
•  Ability to work independently in a fully remote setting.
•  Experience with mediations, arbitrations, and settlement negotiations.
•  Strong collaboration with legal counsel and claims teams.
• Multi-State adjusting experience is preferred.
• Insurance education and/or designations a plus.
• Strong working knowledge of Microsoft Office products, good keyboarding and technology skills.

• Fully remote role – Work from home full-time.
• Standard 40-hour workweek – Flexibility within structured hours.
• Tech-driven environment – Frequent computer and phone use.
• Some travel required – For legal proceedings and meetings.

• Comprehensive Benefits Package – Enjoy competitive health, dental, and vision insurance.
• Retirement Benefits – 401(k) with company match and a Defined Benefit Pension Plan to help secure your financial future.
• Work-Life Balance – Generous paid time off and company holidays.
• Professional Development – Opportunities for ongoing training and career growth.
• Wellness Support – Employee assistance programs and wellness initiatives.
• Technology Stipends – Support for home office setup and remote work tools.
• Autonomy & Flexibility – Thrive in a fully remote, supportive work culture.
• Growth & Development

Senior Agentic AI Specialist

The MFM IT team has a long history of delivering and maintaining core business systems in a mid-sized Property & Casualty insurance environment. As we expand our development team and adopt new AI development tools, we are making a deliberate investment in building this capability correctly from the start. As we begin to build agentic AI capabilities within our enterprise system, we are looking for an experienced engineer with strong knowledge of agentic AI systems to help guide this effort.

The Senior Agentic AI Specialist will work closely with MFM’s Principal Architect, who leads overall platform architecture, and partners with senior developers to design, implement, and improve agent-based solutions. This role will bring specialized expertise in areas where we are still developing depth, including agent orchestration, retrieval pipelines, LLM evaluation, and prompt design. This is an ongoing platform effort, not a one-time project. The work will evolve over time as we expand capabilities, integrate new tools, and improve system quality.

Our core systems are built on a Microsoft/.NET stack. As we develop our agentic AI capabilities, we expect to leverage cloud-based tooling (likely within Azure) where appropriate. We are pragmatic about using the right tools for the problem, while maintaining alignment with our existing platform and operational requirements.

Responsibilities

• Platform Architecture & Evolution:
• Provide input into AI-related architecture decisions. Evaluate tools, models, and approaches, and make practical recommendations based on trade-offs and outcomes.
• Agent Lifecycle Management:
• Design, build, and maintain agents. Define prompts and configurations, support routing decisions, and monitor performance in production.
• RAG Pipeline Engineering:
• Improve retrieval quality by working with chunking strategies, embeddings, search methods, and metadata filtering. Support onboarding of new knowledge sources.
• Quality & Hallucination Reduction:
• Help reduce incorrect or unsupported outputs through system design, testing, and monitoring. Apply practical approaches across prompts, retrieval, and model behavior.
• Evaluation & Testing:
• Develop and maintain evaluation approaches to measure output quality, including relevance and accuracy. Support regression testing and identify failure patterns.
• Prompt Engineering:
• Create and maintain prompts for different agents. Diagnose unexpected behavior and develop reusable patterns where appropriate.
• Tool Integration:
• Support integration with internal systems and APIs. Help manage tool access and ensure reliable execution and error handling.
• Observability & Operations:
• Contribute to logging, tracing, and monitoring. Support analysis of system behavior, cost, and performance in production.
• Governance & Configuration:
• Work with configuration across agents, prompts, and models. Ensure changes are version-controlled and reviewed.
• Developer Support:
• Work with other developers to share knowledge, review designs, and establish consistent approaches.
• Research & Evaluation:
• Stay current with new models and tools. Evaluate them in a structured way and recommend adoption where appropriate.

Position Requirements

Education & Certification

• College degree or Programming Certification (preferred)
• 5+ years of equivalent work experience

Required Experience

• Experience building or working with AI/LLM-based systems in a production or near-production environment
• Strong understanding of agent-based patterns (ReAct, tool usage, etc.)
• Experience with retrieval-based systems (RAG), vector stores, or search pipelines
• Familiarity with evaluating non-deterministic system outputs
• Experience improving system quality through testing and iteration
• Strong software engineering skills required. Experience with Python, TypeScript, or C# preferred
• Ability to work across technologies and integrate AI solutions into an existing enterprise environment

Preferred Experience

• Experience working with multiple LLM providers
• Familiarity with emerging tools and frameworks in the agentic AI space
• Experience integrating with enterprise systems and data sources
• Experience mentoring or supporting other developers

Personal Attributes

• Strategic thinker with strong analytical and problem-solving skills
• Technically proficient with broad systems knowledge
• Excellent interpersonal, written, and verbal communication skills
• Self-directed, collaborative, and highly organized
• Customer-oriented and able to navigate high-pressure environments
• Flexible and adaptable in regards to learning and understanding new technologies.
• Exceptional organizational skills and ability to keep track of multiple projects at a time.
• Ability to conduct research into software-related issues and products.
• Technically proficient.
• Exceptional attention to detail.
• Ability to work both independently and in a team-oriented, collaborative environment.

Work Conditions

• Remote work environment following core hours 8AM-5PM Central Time
• Overtime may be required to meet project deadlines or monitor system processes.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices.
• Minimal travel will be required for the purpose of off-site software training and team meetings.
• Physically able to participate in virtual and in-person training sessions, presentations, and meetings.

Auto Material Damage Adjuster (Non-Injury)

Midwest Family Mutual Insurance Company is a growing and innovative Property and Casualty Insurance Company.

We're seeking an experienced Adjuster to handle non-injury automobile claims, including total-loss claims, in multiple jurisdictions.

The adjuster investigates losses, determines coverage and liability, evaluates vehicle damage, establishes appropriate reserves, and resolves covered claims promptly and fairly. This role requires sound judgment, strong negotiation skills, attention to detail, and a commitment to superior customer service.

Responsibilities:

• Investigate personal and commercial automobile claims and determine applicable coverage and liability.
• Obtain recorded statements from policyholders, claimants, witnesses, and other involved parties.
• Review policy language, endorsements, applicable statutes, and state-specific claim-handling requirements.
• Evaluate automobile damage using repair estimates, photographs, valuation reports, and other supporting documentation.
• Handle total-loss claims, including vehicle valuation, settlement negotiations, title documentation, salvage coordination, and communication with lienholders.
• Establish and maintain accurate claim reserves.
• Negotiate and settle covered claims promptly, accurately, and fairly.
• Coordinate with policyholders, claimants, agents, repair facilities, appraisers, vendors, lienholders, and other involved parties.
• Maintain timely, professional communication through telephone calls, email, and written correspondence.
• Prepare thoughtful, accurate, and detailed claim-file documentation and reports.
• Manage a high-volume workload while meeting company standards and regulatory deadlines.
• Provide professional customer service and resolve conflicts effectively.
• Maintain all required state adjuster licenses and complete continuing education requirements.
• Adapt to changing laws, policy provisions, procedures, and technology.
• Comply with company policies, procedures, and internal controls.
• Perform other duties as assigned.

Education and Experience

• At least two years of experience handling automobile total loss or material- damage claims is required.
• Experience handling claims in multiple states is highly desirable.
• A college degree is a plus.
• An AIC, CPCU, or other insurance-related designation is a plus.

Knowledge and Skills

• Thorough understanding of personal and commercial automobile policy coverages and their application.
• Working knowledge of automobiles, repair procedures, repair estimates, vehicle valuations, and total-loss settlements.
• Knowledge of motor carrier damage and cargo losses.
• Strong analytical, investigative, critical-thinking, and problem-solving abilities.
• Excellent negotiation and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Ability to prioritize and complete tasks accurately in a high-pressure, high-volume environment.
• Strong computer skills and the ability to work effectively in a paperless claims-management system.
• Proficiency with Microsoft Word and basic proficiency with Microsoft Excel.
• Ability to work independently and collaborate effectively as part of a team.
• Ability to learn and adapt to new technologies and changing claim-handling requirements.
• Ability to work effectively and efficiently in a work-from-home environment.

Work Environment and Physical Requirements

• This is a work-from-home position. The employee must maintain a suitable home-office workspace and reliable high-speed internet service.
• The regular schedule is 40 hours per week, consisting of eight-hour days, five days per week. Overtime may be required during periods of high claim volume.
• This is primarily a sedentary position involving prolonged computer and telephone use.
• The employee must have sufficient hand and finger dexterity to operate a keyboard, mouse, telephone, and other office equipment.
• Regular and reliable attendance is required.
• The employee must be able to travel when necessary and participate in training sessions, presentations, and meetings.

Midwest Family Mutual offers a competitive salary and a comprehensive benefits package including:

• Medical Insurance 
• Wellness Incentives – Eligible employees may earn up to $850 annually:
• Dental Insurance
• Vision Insurance 
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA), including Medical and Dependent Care options
• Employer-paid Short-Term Disability and Life Insurance 
• Optional supplemental benefits including: Long-Term Disability, Life Insurance, Accident, Hospital Indemnity, Critical Illness, and LifeLock Identity Protection
• Paid Time Off (PTO) and nine (9) paid holidays annually
• Paid leave for employer-approved continuing education (CE) courses, with reimbursement for eligible CE-related educational expenses
• Up to eight (8) hours per year of paid time for qualified volunteer activities
• Employer matching contributions for donations made to qualified 501(c) charitable organizations