Responsibilities
- Research actual cash value of vehicles by gathering and analyzing current market information to reach an equitable settlement of damages for theft and collision losses, while maintaining good customer service and shop relations.
- Confirm title status, research customizations, prior damage, and condition; identify irregularities such as salvage titles, grey market vehicles, custom or modified vehicles, and prior damage to determine true market value.
- Review DMV reports and identify correct transfer of ownership documents to send to the registered owner; secure lienholder payoff amounts and Letter of Guarantee.
- Negotiate storage fees with body shops and towing yards.
- Respond to written correspondence in a timely and efficient manner; route correspondence to Claims Document Processing to obtain correct paperwork when needed.
- Stay updated on current vehicle values, industry and market trends, state licensing, and company policy and procedures.
- Contact adjusters to confirm coverage, determine potential limits issues or possible fraudulent activity, and obtain approval to settle property damage.
- Initiate contact with insureds, claimants, or their representatives regarding total loss.
- Complete and maintain comprehensive documentation of material damage information for assigned files and submit appropriate reports in a timely manner.
Requirements
- High School Diploma or GED
- Obtain a company-sponsored Adjuster’s license to handle claims, which includes a fingerprint background check, to be secured upon hire.
- Experience with total loss handling or customer service experience.
- Solid comprehension of basic principles and practices of company policies and procedures upon completion of formal and informal claims training.
- Ability to multi-task in a fast-paced environment, prioritize responsibilities, and deliver accurate work products to expedite claims resolution.
- Passion for serving customers in their time of need.
- Advanced written and verbal communication skills to professionally represent the company in multi-channel correspondence with internal and external customers.
- Ability to facilitate engagement to maintain high morale and ensure employee retention.
- Collaborates well with others; works as one team with a common goal.
- Ability to build rapport utilizing emotional intelligence.
- Views conflict resolution as an opportunity.
- Self-motivation and accountability while working remotely.
- Demonstrated proficiency with MS Office products (Outlook, Word, Teams) and claims-related software.
- Must have a dedicated workspace that is free from distractions.
Nice to Have
- Associate Degree
- 6+ months related experience.
- Experience with handling high call volume in a professional call center.
- Demonstrates intellectual curiosity by seeking out efficiencies through process improvement or technology.
- Takes ownership of any process they can improve.
- Assumes positive intent in all interactions.
- Seeks growth within and beyond this role.
Benefits
- Competitive compensation
- Flexibility to work from anywhere in the United States for most positions
- Paid time off (vacation time, sick time, 9 paid company holidays, volunteer hours)
- Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
- Medical, dental, vision, life, and pet insurance
- 401(k) retirement savings plan with company match
- Engaging work environment
- Promotional opportunities
- Education assistance
- Professional and personal development opportunities
- Company recognition program
- Health and wellbeing resources, including free mental wellbeing therapy or coaching sessions, child and eldercare resources, and more
Compensation
Competitive compensation
Work Arrangement
Flexibility to work from anywhere in the United States for most positions
Other
- Must be able to maintain a sedentary position for extended periods.
- Must be able to communicate (electronically and telephonically) with team members, customers, and external parties.
- Must be able to operate and type on a computer, laptop, and/or other company-issued electronic device for extended periods of time.
- Must be able to access and operate company computer system, including preparing documents, entering data into computer system, and reading documents from a computer database or email system.
- Must be able to bend, stoop, reach, climb, and/or stand to access files, documents, and other equipment.
- Must be able to grasp, open, and close drawers, filing cabinets, and other equipment.
- An in-person interview may be required during the hiring process.
- You will be required to obtain a company-sponsored Adjuster’s license to handle claims, which will include a fingerprint background check, to be secured upon hire.
