SUMMARY

The Manager, GAP Claims Adjudication under the leadership of the Senior Manager, Claim Service will support the process to increase the profitability of company finance and insurance (F&I) products and services provided to automobile dealers. You will play a pivotal role in leading a dedicated team, leveraging your deep expertise in GAP claims adjudication to drive process enhancements and deliver exceptional customer service. Your responsibilities encompass the comprehensive management of the GAP team, focusing on all facets of GAP claims adjudication and management. The Manager will 1) manage associates and processes to provide superior customer service, 2) manage day-to-day claims adjustment operations, and 3) develop and/or maintain standard operating procedures for department functions. The Team Leader also will take action to enhance cross-functional coordination, expand internal communications, and develop associates in GSA.

RESPONSIBILITIES

• Team Leadership and Development: Oversee the GAP Claims team, guiding and assisting in their training and professional growth.
• Process Improvement: Identify and implement strategies to enhance departmental efficiencies and workflows
• Relationship Management: Foster and maintain professional interactions with customers, agents, underwriters, and other key stakeholders in the claims process.
• Claim Escalation Handling: Address and resolve any escalations from customers, agents, dealers, or lenders efficiently and professionally.
• Coverage Analysis: Evaluate company policies to ascertain coverage and address claim-related issues.
• Claim Processing: Manage the end-to-end claims process in an online environment, ensuring thorough documentation of all communications.
• Documentation Management: Collect and prepare essential documentation to support accurate and expedited claim resolution.
• Claim Calculation: Determine the direction of claims, compute claim amounts, and authorize claim payments within set limits.
• Cross-Departmental Collaboration: Coordinate with various departments to ensure consistent accuracy and timeliness in customer service.
• Record Keeping: Maintain meticulous records, managing data entry, document analysis, and tracking necessary follow-ups.
• Complex Claims Handling: Investigate, evaluate, negotiate, and settle highly complex property insurance claims, ensuring compliance with state regulations.
• Empathy and Member Interaction: Understand and empathize with members' circumstances during claim handling.
• Specialized Claims Management: Handle a caseload of complex claims, necessitating advanced knowledge of coverage details and settlement processes.
• Vendor and Partner Coordination: Work with external partners and vendors to resolve intricate claims effectively.
• Research and Analysis: Conduct extensive research to resolve complex claim situations, serving as a guide for less experienced staff.
• Estimation Technology Proficiency: Utilize advanced estimation platforms to prepare detailed claims estimates for complex property insurance claims.
• Subject Matter Expertise: Act as a key resource in claims handling, providing insights and support to team members.
• Operational Support: Assist in managing workload surges and Catastrophe operations, which may involve significant overtime and potential deployment for in-person claim inspections.
• Risk and Compliance: Ensure all business activities align with risk and compliance policies, maintaining a keen focus on identifying and mitigating potential risks.

SUPERVISORY RESPONSIBILITIES

Directly supervises three or more associates. Carries out responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. Responsibilities also include sponsoring, directing, coordinating, and supporting project and process improvement teams, and participating in and/or supporting project teams sponsored by other management team members.

QUALIFICATIONS

• A bachelor's degree with at least two to four years related experience and/or training; or equivalent combination of education and experience. Claims Adjudication experience, including negotiation and resolution required. Finance & Insurance experience in a dealership preferred, but not required.
• 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.
• 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.

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.

CERTIFICATES, LICENSES, AND REGISTRATIONS*

Has a valid driver's license. Holds Automobile Service Excellence (ASE) certifications in at least six areas of automotive technical service. Holds a property and casualty license and an adjusters license.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential responsibilities of this job. While performing the duties of this job, the associate is regularly required to talk or hear. The associate frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The associate is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The associate must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential responsibilities of this job. While performing the duties of this job, the associate is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions. The noise level in the work environment varies from quiet to loud.

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

Our Total Rewards package is an integral part of how we recognize our associates contributions as well as attract, retain and reward the most qualified employees. We are committed to providing a fair and competitive compensation structure that includes base pay and performance based rewards, where applicable. Compensation is based on various factors including, but not limited to, skill set, experience, qualifications and job-related requirements. Our benefits include medical, dental, and vision along with wellness programs, retirement plans, paid leave and much more! To learn more about these programs and many more, take a tour of our Benefits Page