SUMMARY

The Processing Specialist II, Claim Payments, under the leadership of the Team Leader, Claim Processing, will support the process to increase the profitability of the company's finance and insurance (F&I) products and services provided to automobile dealers. The Specialist will 1) provide superior customer service to dealers, consumers, lienholders, and other customers, 2) process claim payments, 3) assist with related activities for support of issuance of payments to customers, vendors and other entities, and 4) perform other functions of the department as needed. The Specialist will take action to enhance cross-functional abilities and expand internal communications within the company.

RESPONSIBILITIES

Provide superior customer service in phone conversations, written correspondences, follow-up activities, and coordination of job responsibilities.
Process payments for claims from dealers, repair facilities, and customers. Follow company guidelines. Meet productivity goals.
For each claim:
Verify customer's name, vehicle mileage, VIN number as registered on contract, and rental charges;
Audit parts prices, labor costs, and markups, and sublet repairs;
Ensure documentation (repair orders, invoices, receipts, and signatures) is complete and correct;
Answer questions from dealers and customers about claims;
Enter adjustments into database.
Return incomplete paperwork to gain needed information and documents.
Handle dealer statements. Research individual claims as needed.
Review overage claims with manager before processing claims. Monitor open claims. Help dealers reconcile their claims' registers.
Maintain files for paid, denied, and pending claims.
Prepare, process, and mail customer and repair facility checks.
Fully coordinate and communicate actions within GSA and with dealers.

CRITICAL COMPETENCIES
Demonstrate excellent claims processing and administration skills.
Demonstrate excellent customer service skills.
Customer and dealer focused.
Able to handle customers under difficult situations.
Demonstrate knowledge of retail parts and service business.
Demonstrate knowledge of the vehicle service and mechanical breakdown insurance and the automobile industry.
Demonstrate knowledge of company products, their coverage and benefits.
Demonstrate computer skills.
Able to use computer in stressful situations.
Demonstrate excellent customer service skills.
Able to promote, coordinate, and support change.
Able to communicate effectively -- orally and in writing.
Understands company productivity measurements.

Key Measures
Performance Achievement
Percentage of Self Development Tasks achieved.

Productivity (Monthly and YTD)
Number of claims processed.
Value of claims paid.

Customers
Satisfaction of customers with claims services.
Satisfaction of dealers with claims services.
Satisfaction of management with claims services.

COMPLIANCE Carries out responsibilities in accordance with company policies, administrative, dealer, and operating agreements, licensing requirements, agent's guidelines, and applicable federal and state laws.

LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers, associates and vendors.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

QUALIFICATIONS

High school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education and experience.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

(For optimum performance, the jobholder in this position would be expected to demonstrate appropriate knowledge, skills, and abilities in the listed areas.)

CERTIFICATES, LICENSES, REGISTRATIONS*
Has valid driver's license.

PHYSICAL REQUIREMENTS

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day; and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate is occasionally required to travel to other sites, including out-of-state, where applicable, for business. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. While the job is generally performed in an office environment, the associate is occasionally exposed to wet and/or humid conditions, areas in which moving mechanical parts, fumes, toxic or caustic chemicals are present, and outside weather conditions. The noise level in the office environment is typically quiet, but the associate may be occasionally exposed to loud noise levels.

TRAVEL REQUIRED

Minimal travel is required for this position (up to 20% of the time and on a domestic basis).

The Friedkin Group and its affiliates are equal opportunity employers and maintain drug-free workplaces by conducting pre-employment drug testing.