Claims Adjuster

Job Summary

The Claims Adjuster will be responsible for reviewing policyholder claims, investigating the damage or incident outlined in the claims, and evaluating the validity of their request for reimbursement.

ESSENTIAL RESPONSIBILITIES

• Conducts thorough coverage investigations that include, but is not limited to verifying vehicle service contract information, vehicle eligibility requirements, ruling out recalls or other applicable warranties and reviews of all contracts, application, and prior claim notes

• Investigates claim details to determine specific mechanical failure

• Request and review inspection results as needed

• Verify component coverage and labor rates through contract codes/specifics

• Leverage labor and part resource tools to deliver superior outcomes involving new, used, rebuilt parts

• Determines appropriate method of repair based on case facts, pricing, and remaining warranty

• Accurately calculate repair costs utilizing Alldata and NVP Workflows

• Appropriately apply contract terms, conditions, and coverage to all claims

• Authorize repairs, towing, lodging, and rental in accordance with contract language

• Timely escalate claims exceeding authority limits to Claims Manager for review

• Proactively communicate with key stakeholders to ensure a best-in-class claims experience

• Ensure timely, accurate, and consistent file documentation

• Monitor call queues and ensure agent availability through proper use of AUX codes

• Anticipate and meets all customer needs (internal and external)

• Primarily handles claim calls from the Power Train Call Queue

• Other duties as assigned

WORK EXPERIENCE AND SKILLS

• High School Diploma or GED required. Bachelor’s degree preferred

• Minimum of 3 years of work experience in automotive mechanics or minimum of 4 years in a Non-Power Train role or equal relevant experience

• ASE or manufacture certifications preferred, but not required

• Superior organizational and customer service skills

• Strong automotive repair and claims technical knowledge is required

• Must possess excellent negotiation, verbal, written communication skills

• Sound critical thinking skills with ability to define problems, collect data, establish facts, and draw valid conclusions based on the totality of the information

• Proficient mathematical skills

• Demonstrate proficiency with typing, computer software including Microsoft Office, Microsoft Outlook, and all internal and external claims processing systems and resources

• Must maintain a high level of accuracy and provide follow-through on projects