Job Description

The Automotive Claims Adjuster (Mechanical Claims Adjuster) will provide support to our claims department by handling a large volume of claims calls, opening new claims, thoroughly and accurately collecting, and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. The Automotive Claims Adjuster will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.

Ideal Candidates will have:

• A minimum of three years of experience handling automotive claims for an automotive warranty company (preferred)
• A minimum of three years of experience in an automotive dealership or repair facility as a technician, and/or service drive advisor (preferred)

Customer Service & Claims Adjudication:

• Answer incoming claims calls, identify key information about the customer’s contract and answer questions related to coverage.
• Communicate follow-up information as needed.
• Communicate new claims web instructions.
• Ability to manage escalated cases and handle disputes or complaints effectively.
• Review incoming claims assigned to you and/or your responsible queues.
• Request any additional information needed, such as pictures or ordering inspections, prior to authorizing claims.
• Ensure 100% of all authorized claims are approved by the appropriate parties, prior to authorization.
• Ensure all claim handling and communication is handled within our desired metrics.
• Maintain professional and technical knowledge.
• Work independently & proactively.

Claims Quality Control:

• Maintain Key Performance Indicators, which includes claims audits, contact center adherence, new claim handling, attendance, and actively participating in monthly 1-on-1’s and coaching and development plans.

Education and Qualification Requirements:

• High School Diploma/GED
• Automotive Technical degree or equivalent combination of technical knowledge and work experience desired.
• Automotive Technician, Automotive Service Advisor, Automotive Parts Experience.

Required Knowledge, Skills, and Abilities:

• Reliable and punctual.
• Keeps a positive attitude and remains cool under stress.
• Plan, organize, prioritize, and complete projects and assignments in a timely manner.
• Detail-oriented, accurate, and highly organized.
• Displays pride in work.
• Active listener with the ability to adapt/respond to various types of personalities.
• Receptive to coaching and development.
• Interact effectively with associates, management, and internal and external customers.
• Superior communication skills, both written and verbal.
• Demonstrate that you can solve customer problems using creative and effective techniques.
• Maintain confidentiality of sensitive company information and use judgment and tact in applying policies, solving problems, and communicating standards.
• Operate computer hardware and software, including Microsoft Office Suite , and specialized software applications.
• Strong mathematical aptitude.
• Operate a calculator and related office equipment.
• Proven ability to multi-task and handle interruptions.
• Ability to work flexible hours.

Preferred Requirements:

• A minimum of three years of experience handling automotive claims for an automotive warranty company (preferred)
• A minimum of three years of experience in an automotive dealership or repair facility as a technician, and/or service drive advisor (preferred)
• ASE Certification is a plus.
• Experience in mechanical inspections: three years (preferred)
• Automotive Technician: three years (preferred)
• Ability to type a minimum of 30 WPM with accuracy
• Have PC Skills including Microsoft Word, Excel, Outlook
• Excellent customer service skills
• Operation of multi-line phone system
• Advanced skills in customer service
• Excellent written and verbal communication skills
• Self-starter
• Driven for success
• Excellent communicator
• Problem solver
• Provide solutions

Work Environment and Physical Requirements:

• Normal office environment.
• Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds .
• Ability to frequently sit for long periods of time.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen.

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