Bilingual Auto Claim Owner

Role Overview

• Utilizes working knowledge and skills developed through formal training to investigate, confirm coverage, determine liability, establish damages, and negotiate settlements of auto claims
• Utilizes a broad understanding of claims adjusting to apply skills and knowledge to investigate and determine liability for claims with basic coverage issues and moderate to complex liability issues
• Performs in-depth investigation and analysis on losses such as multi-vehicle losses with comparative negligence
• Completes investigation by securing recorded statements of the drivers, police reports vehicle photos and estimates, and scene investigations
• Makes same-day contact with customers
• Explains the claims process to all customers
• Explains all applicable coverage benefits to the policyholder
• Confirms facts of loss
• Determines vehicle location and if drivable
• Offers vehicle repair and rental service options to customers
• Coordinates auto physical damage estimate through the proper internal method of inspection and arranges for the release of vehicles that are accruing storage fees
• Proactively investigates and determines coverage for Auto policy claims with coverage issues requiring in-depth investigation including but not limited to if the policy is out of force for the date of loss, unlisted or permissive drivers, excluded drivers, vehicles not on the policy, rideshare involvement, material misrepresentation issues, and new business investigations
• Maintains ownership of the claim and completes work with a limited degree of supervision
• Serves as the primary point of contact through resolution of all exposures
• Communicates and collaborates with other claim specialists to facilitate claim resolution for customers
• Provides verbal and written communication to customers to explain coverage issues and decisions
• Communicates policy risk issues to Underwriting to facilitate their evaluation of the policy risk and exposure
• Escalates complex coverage issues to supervisor
• Demonstrates proficient knowledge and application of venue laws for all states handled in the Region
• Analyzes duties owed and breached by all potentially responsible parties and determines liability percentage for each party
• Escalates claims with exposures exceeding financial authority to supervisor
• Communicates liability decisions to customers, claimants, claim specialists, and Underwriting
• Recognizes subrogation potential and makes referrals to the Subrogation department when appropriate
• With limited supervision and support, investigates and recognizes all potential claim exposures
• Recognizes and escalates non-auto property damage exposures and resolves auto physical damage claims proactively and accurately
• Secures estimate of damages timely through appropriate repair channels
• Writes, reviews, and adjusts auto physical damage estimates for repairable vehicles with minor to moderate damages
• Issues and authorizes claim payments to customers and repair facilities and explains repair process and estimate to customers
• Manages rental claims through communication with customers, repair facilities, rental vendors, and claim specialists
• Proactively manages and mitigates storage costs
• Coordinates and collaborates with auto physical damage and total loss specialists to facilitate claim resolution for customers
• Maintains active diary and resolution plan on open files
• Handles and documents files in compliance with regulatory requirements
• Responsible for ensuring professional correspondence is sent to customers including claim status updates

Requirements

• Demonstrated customer service skills
• Effective conflict management skills
• Identifies key issues and patterns from partial/conflicting data
• Strong verbal communication and listening skills
• Strong written communication skills with the ability to convey critical decisions and information through written letters
• Demonstrates excellent judgment and decision-making skills
• Effective negotiation skills
• Possesses flexibility to work in a fast-paced, dynamic environment; uses discretion to modify work practices and processes to achieve results or improve efficiency
• Demonstrated problem-solving skills
• Takes a broad perspective on problems and spots new, less obvious solutions
• Performs work independently with minimal supervision
• Possesses strong technical aptitude; Proficient in Microsoft Office products
• Adaptable and flexible to new technology

Benefits

• Competitive salary commensurate with experience, qualifications and location
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance