Insurance Claims Specialist

Job description

POSITION SUMMARY The primary objective of this position is the timely and satisfactory resolution of insurance claim situations resulting from damage to or loss of the vehicle, including negotiation of settlements. The incumbent will be responsible for the effective administration of physical damage/theft vehicle insurance claims involving AutoNation Finance customers and their insurance providers. This position is also responsible for proactively engaging with AutoNation Finance customers whose vehicles have been impounded by private, municipal or other governmental authorities, where AutoNation Finance has determined that it is desirable to assist the customer in retrieving the vehicle from impound. A core function of this role includes initiating contact with impound facilities upon receipt of electronic notifications from various sources and assisting customers through the GAP claims process. Specific responsibilities include investigating, evaluating, and facilitating primary insurer, third-party insurer, GAP, lien holder and repossession claims. These functions involve research, negotiation and interaction with insurers, insured, claimants, repair facilities, auto auctions and attorneys. This associate also serves as a backup resource for team members, providing continuity in negotiations with impound yards, body shops, and mechanical repair facilities as workload or coverage needs require. This individual will primarily interact with insurance providers and impacted customers, but will also have substantial lines of communication with other internal departments, including Collections, Remarketing, Titles, and Loss Recovery. Further interactions include communications with external entities, including tow yards, police departments, dealerships, motor vehicle departments, and third-party vendors such as repossession agents and vehicle transportation services. The successful candidate is self-directed in work prioritization and demonstrates superior judgment-making ability within the scope of the position’s areas of responsibility. The associate will perform all duties in accordance with AutoNation Finance policies and procedures and all state and federal regulations. This position requires working a variable schedule, which may include late evenings and occasional weekends, as directed by management. ESSENTIAL DUTIES Investigates, evaluates, negotiates and resolves both routine and non-routine insurance claims requiring special handling. Manages caseload to meet service, productivity and quality standards. Administers, processes and settles vehicle claims promptly, protecting AutoNation Finance’s interests. Guides customers through the claim process, ensuring customer understanding of their responsibilities and obligations until full settlement is reached. Examines insurance policies to determine applicability of coverage and the insurer’s liability. Conducts interviews with customers/claimants and witnesses, consults police and/or impound records, and inspects property damage to determine extent of liability. Analyzes and confirms vehicle valuations while negotiating adequate settlements. Reviews possible reimbursement of applicable fees paid by CIG Financial in the event of a repossession or lien holder claim. Initiates outbound contacts with customers regarding resolution of impounded vehicles, assessing the customer’s intentions and needs in facilitating retrieval of the vehicle. Initiates outbound contact with external parties involved in the retrieval process, including dealerships, insurance companies, police departments, and third-party vendors. Within company guidelines, uses good judgment to determine appropriate courses of action to pursue either successful mitigation of the impound event or direct repossession of the vehicle. Manages impound events to company standards for minimized costs and loss potential. Promptly communicates potential risk situations to the department manager. Provides cost benefit analysis pre-repossession on vehicles with physical or mechanical damage. Upon receipt of electronic impound notifications from Locator Technologies, Loanbridge, or other notification sources, contacts the impound facility to verify collateral status, confirm daily accrual rates, and create an active impound case within company systems. Assists customers in filing GAP claims by gathering required documentation, coordinating with GAP administrators, and guiding the customer through each step of the claims process from initial submission through final settlement disbursement. Communicates with customers in plain, accessible terms to explain how GAP coverage functions, what it does and does not cover, how settlement amounts are calculated, and what the customer’s remaining financial obligations may be following a total loss or theft event. Serves as a backup to the designated impound negotiation representative, conducting fee negotiations with impound yards, body shops, and mechanical repair facilities to minimize loss exposure, and maintaining case continuity during periods of high volume or associate absence. ESSENTIAL KNOWLEDGE, SKILL & LICENSES: Working understanding of the insurance claims process in regard to automotive coverage, ideally in the automotive finance industry. Knowledge of applicable laws and regulations of the automotive insurance claims process. Familiarity with various municipal and state-specific vehicle impound and seizure statutes, including requirements for retrieval of impounded vehicles from such authorities. Excellent oral, written and customer service communication skills. Ability to negotiate. Ability to work under time constraints and daily deadlines. Excellent interpersonal skills and teamwork awareness. Versatility in job functionality and quick to assimilate procedural changes. Detail-oriented with excellent organizational skills. EDUCATION AND/OR EXPERIENCE: Minimum of a High School diploma or equivalent; an Associate’s degree or higher in Business, Finance, or a related field is preferred but not required. Previous customer-facing experience in a financial services or automotive lending environment, with demonstrated ability to communicate complex financial or contractual information clearly to consumers, preferred. Previous experience in insurance claims, subrogation, or a related field within automotive finance or consumer lending industry is preferred, including working knowledge of GAP products, vehicle impound statutes, and insurance claims administration, preferred. MACHINES, OFFICE EQUIPMENT & SOFTWARE Web navigation and/or web-based applications. Personal computer: Microsoft Word, Excel, Power Point and Outlook. Excel skills must be intermediate or better. 10-key calculator and QWERTY keyboard skills. Copier, faxing & other general office equipment. Exciting Benefits and Perks Await You: Competitive compensation and 401k matching Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits. Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve. AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.