Automotive Technician, Service Advisor, Parts Specialist- Mechanical Claims Adjuster II

Customer Service & Claims Adjudication:

• Strives to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embraces Innovation & Change
• Adjudicates claims submitted through our Web portal and other work queues and verifies validity and accuracy of claim submission
• Communicates follow-up information as needed
• Communicates new claims web instructions
• Reviews incoming claims assigned to themselves and/or their responsible queues
• Requests any additional information needed, such as pictures or ordering inspections, prior to authorizing claims
• Ensures 100% of all authorized claims are approved by the appropriate parties, prior to authorization
• Adjudicates claims, in accordance with the applicable agreement terms and state requirements, and provides authorization no more than 30 minutes of receipt if no additional information is required
• Ensures all claim handling and communication is handled within our desired metrics
• Maintains professional and technical knowledge
• Works independently & proactively
• Assists the Mechanical Claims Lead and Supervisor with various projects

• Maintains 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

Team Player with Other Departments:

• Supports other teams
• Cross trains to gain basic knowledge of other departments within our organization
• Shares ideas that may help with organizational productivity

• Bachelor’s degree or equivalent work experience (see below)

• • 3+ years of customer service or administrative experience

• Reliable and punctual
• A positive attitude while remaining cool under stress
• Demonstrated ability to plan, organize, prioritize, and complete projects and assignments in a timely manner
• Detail oriented, accurate, and highly organized
• Demonstration of prideful work
• Active listener with ability to adapt/respond to various types of personalities
• Receptive to coaching and development
• Effective written communication skills with associates, management, and internal and external customers
• Superior written communication skills
• Demonstrated ability to solve customer problems using creative and effective techniques
• Proven adherence to confidentiality of sensitive company and proprietary information
• Sustained use of sound judgment and tact in applying policies, solving problems, and communicating standards
• Experienced utilization of computer hardware and software
• Knowledgeable and experienced working within the Microsoft Office Suite programs
• Typing/Alpha Numeric: 40 wpm + Strong 10-key
• Strong mathematical aptitude
• Proven ability to multi-task while handling interruptions

• Contact center claims or automotive service experience preferred
• Experience in automotive mechanical claims, service writing, or repair facility operations
• Strong understanding of automotive systems, repair processes, and industry labor guides (e.g., Mitchell, AllData)

• Normal office environment
• Ability to frequently sit for long periods of time
• Ability to occasionally walk, stand and reach with hands and arms, stoop, kneel or crouch
• Ability to constantly hear and talk, both in person and by phone
• Ability to grasp objects such as telephone and computer mouse
• Ability to efficiently utilize and navigate multiple computer monitor(s) and programs
• Finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to spend extended hours in front of a computer screen and use close vision, distant vision, depth perception and adjust focus
• Ability to work flexible hours
• Ability to lift at least 20 pounds