Automotive (Mechanical) Claims Adjuster

About the Role

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. You’ll be helping provide protection and peace of mind when our customers need it most.

This role involves exceptional customer service, key administrative duties, and other related functions as assigned by management.

Responsibilities

• Answer incoming claims calls, identify key information about the customer’s contract, and answer questions related to coverage.
• Communicate follow-up information and new claims web instructions as needed.
• Manage escalated cases and handle disputes or complaints effectively.
• Review incoming claims assigned to you and/or your responsible queues.
• Request additional information, such as pictures or ordering inspections, prior to authorizing claims.
• Ensure 100% of all authorized claims are approved by the appropriate parties before authorization.
• Ensure all claim handling and communication is completed within desired metrics.
• Maintain professional and technical knowledge, working independently and proactively.
• Maintain Key Performance Indicators, including claims audits, contact center adherence, new claim handling, attendance, and participation in monthly 1-on-1s, coaching, and development plans.

Requirements

• High School Diploma or GED.
• Automotive Technical degree or equivalent combination of technical knowledge and work experience desired.
• Experience as an Automotive Technician, Automotive Service Advisor, or in Automotive Parts.
• Reliable and punctual with a positive attitude, remaining calm under stress.
• Ability to plan, organize, prioritize, and complete projects in a timely manner.
• Detail-oriented, accurate, and highly organized.
• Active listener with the ability to adapt to various personalities and receptive to coaching.
• Superior communication skills, both written and verbal.
• Ability to solve customer problems using creative and effective techniques.
• Maintain confidentiality of sensitive company information.
• Operate computer hardware and software, including Microsoft Office Suite and specialized applications.
• Strong mathematical aptitude.
• Proven ability to multi-task and handle interruptions.
• Ability to work flexible hours.

Preferred Qualifications

• Minimum of three years of experience handling automotive claims for an automotive warranty company.
• Minimum of three years of experience in an automotive dealership or repair facility as a technician and/or service drive advisor.
• ASE Certification.
• Three years of experience in mechanical inspections.
• Three years of experience as an Automotive Technician.
• Ability to type a minimum of 30 WPM with accuracy.
• PC Skills including Microsoft Word, Excel, and Outlook.
• Experience operating a multi-line phone system.
• Self-starter with a drive for success, excellent communication, and problem-solving skills.

Work Environment and Physical Requirements

• Normal office environment.
• Vision acuity required, including close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or computer mouse, and 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.

Benefits

• Comprehensive health, dental, and vision insurance.
• Mental health benefits and an employee assistance program.
• Paid time away benefits, including paid time off, paid parental leave, short-term disability, and a cultural observance day.
• Financial wellbeing benefits, including contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching.
• ProHealth Rewards program to improve wellbeing while earning cash rewards.

Pay

Targeted compensation for this position is $65,000 - $85,000. Actual salaries may vary depending on factors such as job location, skills, and experience. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.