Auto Physical Damage Examiner (Hybrid)

Duties & Responsibilities

• Manage claims involving all types of auto physical damage, including total loss, repairable, glass, towing/roadside assistance, and rental.
• Manage cycle times and experience through thorough file review and timely disposition.
• Establish scope of coverage, determine loss exposure, and set appropriate reserves.
• Conduct thorough file investigations, gathering all necessary information needed to bring the claim to a resolution.
• Issue settlement payments within the scope of coverage and authority.
• Evaluate and establish liability against the NYCM policyholder in accordance with state negligence laws.
• Negotiate with customers on partial settlements.
• Identify opportunities for subrogation and refer files for recovery.
• Evaluate double insured files for negligence and transfer financial responsibility to the appropriate policyholder.
• Evaluate, negotiate, and settle incoming subrogation claims.
• Identify fraud indicators, submit appropriate SIU referrals, and direct any necessary investigation.
• Work with assigned vendors to ensure they are meeting our expectations on each claim.
• Testify in court hearings on behalf of NYCM and our customers.
• Serve as a panelist with Arbitration Forums, hearing cases and rendering decisions on intercompany disputes for other carriers.
• Effectively communicate and establish connections with the customers during the claim process.
• Professional handling of incoming and outgoing customer phone calls.
• Professional written communications such as emails, texts, requests for information or coverage letters.
• Guide customers through the claim process, ensuring that they are informed at all stages.
• Manage customer concerns/complaints, developing solutions to remedy the experience and meet the customer’s needs.

Requirements

• A high school diploma
• One year of customer-facing experience

Skills & Qualifications

• Knowledge of basic insurance principles
• Good personal computer skills including electronic mail and record keeping
• Customer service orientation
• Good written and verbal communication skills
• Ability to multi-task, prioritize and manage time effectively
• Strong negotiation skills
• Critical thinking, problem-solving, and decision-making skills
• Ability to work within a team or independently with minimal direct supervision
• Willingness to continue professional development
• Positive and professional attitude with ability to influence and support change