Job Summary

The Guaranteed Repair Program (GRP) Expeditor is the main point of contact on GRP claims. They respond to customer-initiated inquiries related to GRP assigned claims and resolve customer complaints that arise during the claim-handling process. Assists Claim Owners and other GRP employees with obtaining loss and claims value documentation. They manage an inventory of GRP direct assigned claims by performing triage, ensuring regulatory compliance adherence and completing indemnity payments on assigned units. They are the Claim Owner on single vehicle Tier 1 claims assigned to them.

Essential Job Functions

• Responds to customer-initiated telephone, web chat, and email inquiries from internal and external customers.
• Manages inventory of GRP direct assigned claims by performing triage, ensuring regulatory compliance adherence and completing indemnity payments on assigned units. Reviews policy coverage as it pertains to repairs and rental coverage to ensure eligibility under the GRP program.
• Reviews and assigns total losses to Total Loss COE or routes to consultant for additional review.
• Inventory Management: Reviews and triages GRP assigned claims.
• Reviews coverage specific to GRP repairs (e.g. aftermarket parts) and rental coverage and notifies shops as needed. Issues indemnity payments as directed.
• Authorizes and issues payments for rental vehicles.
• Contacts customers for re-channeling on no-shows or rejected GRP assignments.
• Regulatory Compliance: Completes documents, including required letters for regulatory compliance on assigned claims.
• Performs other duties as assigned.

Physical Environment

This role, whether performed virtually or in an office setting, operates in an open office working environment which will include normal and customary distractions, noise, and interruptions:

• Sits or stands for extended periods of time, up to a full work shift.
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance.
• Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction.
• Visually verifies and reads information, locates material, resources and other objects.
• Ability to continuously operate a computer for extended periods of time, up to a full work shift.
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Education Requirements

High School diploma or equivalent required.

Experience Requirements

• Previous clerical or administrative experience preferred.
• Customer Service Experience preferred.

Special Skill Requirement

• Computer skills- MS Word, Excel, Outlook
• Excellent communication skills- both written and oral
• Multi-tasking and time management skills