Job Summary

Utilizes working knowledge and skills developed through formal training to investigate, confirm coverage, determine liability, establish damages, and negotiate settlements of auto claims, which includes single and multi-vehicle losses with basic coverage and moderate complexity of liability.

Desired candidate(s) must live in one of the following areas: St. Louis, MO, Kansas City, KS/MO, Colorado, Nevada, Troy, NY, and Grand Rapids, MI

Essential Job Functions

• While gaining full mastery of the claims adjusting process and under close supervision, this role investigates and confirms coverage for basic coverage claims and low to moderate complex liability claims including claims where coverage is reportedly clear and new business investigations.
• Completes assigned training and activities to develop the knowledge, skills and abilities required to complete the job duties.
• Makes same day contact with customers based on the needs of the claim.
• Explains the claims process to all customers and applicable coverage benefits to the policyholder.
• Confirms facts of loss and determines vehicle location and if drivable.
• Offers vehicle repair and rental service options to customers.
• Coordinates auto physical damage estimate through proper method of inspection and arranges for release of vehicles accruing storage fees.
• Maintains ownership of the claim.
• 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.
• With oversight and support, makes determinations including but not limited to whether the policy is in force for the date of loss, the driver is an insured on the policy, the vehicle is a covered auto, any exclusions or endorsements apply to the loss, and what coverages on the policy apply to the loss.
• Communicates policy risk issues discovered during investigation to Underwriting to facilitate their evaluation of the policy risk and exposure.
• Escalates issues discovered or claims with exposures exceeding financial authority to Supervisor.
• Investigates and recognizes all potential claim exposures.
• Resolves auto physical damage claims accurately.
• Secures estimate of damages timely through appropriate repair channel.
• Reviews, writes and adjusts auto physical damage estimates for drivable and/or repairable vehicles with minor to moderate damages.
• Issues and authorizes claim payments to customers and repair facilities.
• Explains repair process and estimate to customers.
• Follows standardized procedures and practices to investigate and determines liability for claims with low to moderate complexity liability issues including single vehicle losses, parked vehicle and multi vehicle rear end losses.
• Completes investigation by securing statements of the drivers, police report, vehicle photos and estimates.
• Analyzes duties owed and breached by all potential responsible parties and determine liability percentage for each party. Communicates liability decision to customers, claim specialists, and Underwriting.
• Recognizes subrogation potential and makes referrals to Subrogation department when appropriate.
• Manages rental claims through communication with customers, repair facilities, rental vendors, and claim specialists . 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 making sure appropriate and professional correspondence is sent to customers including claim status updates.

Physical Actions

• 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.
• Visually 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.

Physical Environment

Education Requirements

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• Insurance Adjusters License in where states applicable, required.

Experience Requirements

• Prior general work experience with demonstrated customer service and time management skills is preferred.
• Strong written/verbal communication, critical thinking and negotiation skills.
• Must have the ability to work in a fast paced environment while multi-tasking and be proficient in the use of computer, internet, and Microsoft office applications.
• Must achieve minimum passing scores on all claims training exams.