Dealership Claims Consultant

At Percepta, we bring first-class service across each market we support. As a Dealership Claims Consultant in working hybrid in Melbourne, FL you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing

The Dealership Claims Consultant is responsible for accurate and consistent Extended Service Plan Prior approval claim reviews with dealerships. This role acts as a claim consultant for targeted dealers in Retro/Reinsurance agreement with Ford Lincoln Protect, partnering with area sales managers and the North America Cost Control Manager to improve overall loss ratio, claim submission, and prior approval performance. The Dealership Claims Consultant is required to perform both virtual and in person claim reviews with dealer personnel, via client and Percepta management direction, working a hybrid schedule to allow for in-office days as well as off-site dealer visits. The scope of work and responsibilities includes the US, Canada, Mexico, and CC.

During a Typical Day, You’ll

• Complete on-site and remote claims reviews with targeted dealers
• Work with area sales managers to improve overall loss ratio/claim submission performance
• Complete reviews with targeted Bonus dealers
• Work with NA Cost Control Manager to improve overall loss ratio/claim submission performance
• Responsible for accurate & consistent ESP PA claim reviews with Dealerships.
• Identify opportunities with dealers via the prior approval claim submission process to address and coach back driving a faster turnaround from when a claim is submitted to when a decision is made.
• Provide strategic direction and participate in meetings for PAWS issues & enhancements.
• Attend Percepta quality calibration meetings and provide ESP input.
• Monitor ESP prior approval dealer satisfaction scores & recommend operational improvements
• Claim consultant for low performing dealers in Retro/Reinsurance agreement with Ford Protect
• Assist in special claim review projects as needed
• Participate in meetings as a claims expert with the onsite client, area Sales Managers and Dealership personnel
  
  

What You Bring To The Role

Education

• Automotive Technical degree from college / Tech school required
• ASE and/or Manufacturer Certification, preferred
  
  

Experience

• 5 plus years of automotive technical experience required, preferably at a Ford or Lincoln
  
  

dealership

• 5 plus years of supervisory experience required
• 5 plus years of direct customer service experience required
• Experience in business process mapping and scoping required
• Project management experience required
• Familiarity with claim call center processes and technology is preferred
• Specialization in powertrain (engine and transmission) service and repair preferred
• Training and coaching experience
  
  

Skills

• Thorough understanding of automotive claim processing
• Ability to simplify complex issues, develop an action plan and persuasively make a case for
• change
• Strong interpersonal skills, including ability to quickly develop rapport with audience (e.g. field
• personnel, dealers, etc.)
• Win/win negotiating skills
• Self-starter capable of operating independently and adapting to dynamic changes
• Good judgment in conflict resolution
• Ability to drive client and dealer satisfaction
  
  

What You Can Expect

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)
  
  

A Bit More About Your Role

Percepta provides the equipment for this role. This role is expected to travel 2-3 business days a week.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
  
  

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

US-FL-Melbourne