On Campus Legal Claims Specialist

Position Overview (prior mechanic, adjuster, deep service desk knowledge)

This position serves as support to a supervisor/manager but more primarily as a vehicle technical expert for the claims resolution (some legal aspects) team. You will be responsible for reviewing and researching high-level escalated automotive breakdown claims issues by analyzing the details of  complaints in conjunction with vehicle service contracts (often referred to as “warranties”), estimates, feedback from the repair facility and payment history to ensure a prompt and satisfactory complaint resolution for the contract holder or provide testimony as needed for arbitrations and other legal proceedings. Deep understanding of the systems, repairs, parts, resolutions, customer service that are attendant to vehicle repair. There is a lot of phone time, screen time, in-person meetings on our campus, and the position does not qualify for remote work. Now is the time to leave the dirty fingernails and socket sets behind – come use your experience at a keyboard. Pay commensurate with experience and communication skills.

Responsibilities

• Review assigned high-level complaint submissions to determine correct claim adjudication.
• Complete calls to repair facilities, and contract holders or their representatives as directed to resolve claim issues.
• Track all complaint actions in the company’s claim administration and legal systems.
• Provide accurate, courteous, and timely information to all external and internal customers concerning claim status and other claim inquiries.
•  Conduct and coordinate loss investigations on all claims escalated to the legal department.
• Present facts of claim adjudication and investigative findings on assigned claims as a professional witness in arbitration hearings or other legal proceedings as assigned by the Legal Claims Director.
• Execute all communications with Contract holders, repair facilities, customer representatives IE Attorneys, regulatory agency staff, or other agencies with the utmost professionalism, empathy, candor, and accuracy as possible to include setting an example for all AAS corporate staff.
• Provide quality, actionable, detailed, and concise feedback through assigned processes for issues relating to Claims Adjusters and Customer Service staff on all assigned claim reviews.
• Audit operations feedback forms submitted by the Legal Claims Specialist Team for accuracy and quality.
• Carry out responsibilities in accordance with the organization's policies and applicable laws.
• Provide support to Legal Department.
• Interact with other departments within the company.
• Assist and develop the Legal Claims Specialist team.
• Manage current and outstanding open legal matters assigned to the Legal Claims Specialist team to ensure correct handling of matters by performing audits on assigned claims.
• Develop and continue to improve upon standard operating procedures for the operations of the Legal Claims Specialist team.
• Provide training for new hires to the Legal Claims Specialist team.
• Work with other departments on legal issues relating to claims and company operations.
• Assist the Legal Claims Manager, Legal Department, as well as Corporate Counsel.
• As required; provide recorded verbal or video responses/interviews as needed to media inquiries in the absence of the Legal Claims Director.
• Other duties may be assigned.

Responsibilities

Support Legal Claims Specialist team with questions as needed, support new Legal Claims Specialists with onboarding/familiarization with Legal processes, complete legal claim reviews, review legal claim reviews performed by the Legal Claims Specialist team, adherence to company standards and goals.

Competencies

• Integrity and Accountability
• Communication-Written, Speaking, and Listening
• Commitment to Customer Service Excellence
• Initiative
• Planning and Organization
• Team Management

Required Experience, Skills & Abilities

• Ability to work 100% in-office.
• Ability to write routine reports and correspondence.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Experience with Database Software, Internet Software, Word Processing Software (Microsoft Word), Spreadsheet Software (Microsoft Excel) and Electronic Mail Software (Microsoft Outlook).
• Ability to be friendly, courteous, service-oriented, flexible, and enjoy working with a variety of staff.
• Ability to be detail-oriented and work effectively under pressure while meeting deadlines.
• Ability to be professional, accurate and complete in all oral and written communications
• Ability to exercise de-escalation techniques and remain calm and professional in stressful situations.
• Ability to work independently and productively with minimum supervision; able to manage multiple projects.
• Ability to recognize problems, identify possible causes and resolve routine problems.
• Ability to establish and maintain effective working relationships with internal and external organizations, groups, team members and individuals.
• Ability to be proactive in addressing potential problems or holdups in all processes and procedures.
• Significant automotive mechanical, electrical and hydraulic knowledge.

Required Education/Certifications

• Two-year technical automotive degree, six months of claims handling experience with the company, and minimum two years related experience and/or training; or equivalent combination of education and experience.
• Currently certified and maintaining ASE Certifications, P2 Parts Specialist, C1 Service Consultant, L1 Automobile Advanced Engine Performance and A1-A9 certifications. It is highly preferred that certifications are also obtained and maintained for L2 Electronic Diesel Engine Diagnosis, and L3 Light Duty Hybrid/Electric Vehicles Certifications.

 Salary

• Commensurate with experience and skill set. $78k-100k.

Salary

• $78,000 - $100,000