National Automotive Experts Cleveland, OH, USA
Sep 07, 2018Full time
Job Description: To protect the interest of the administration company by following the guidelines of each contract NAE/NWAN administers while providing knowledge to the customers and dealers. Handles all claims calls with a concentration on “large” claims (engines, transmissions and drive-shafts). Role and Responsibilities Process Vehicle Service Claims (VSC). Respond to inbound calls in a timely manner using the utmost professionalism. Gather information from customers, service advisors and dealers to help us make the best decision possible. Guide both customers and repair facilities through the claims process. Explain the information needed to process the claim as efficiently as possible. Take detailed notes of conversations. Provide that information in the contract as well as OAMS. Review estimate submitted by repair facility. Review contracts in system. Ensure understanding, is always aware of and follows special procedures that may be in place according to Dealer Notes. Compare coverage on contract to estimate (Pull parts & labor times in Mitchell or search for parts prices by using the internet or manufacturer’s website). Pull maintenance schedules (utilize Edmunds or manufacturer’s resources) fill out maintenance sheet. Request any additional information that you may need to make the best possible decision. Order inspection if required/ discrepancies. Escalate questionable claims to a supervisor. Authorize/Deny claim. Serves as a back-up to claims payments in evenings and/or Saturdays. Answers general question calls. Strives to enforce and live the NAE Philosophy of CQSE each and every day. Other duties as needed. Qualifications and Education Requirements High School Diploma or equivalent. Must be Master Certified or Master ASE certified-eligible (and willing to complete while employed with NAE) At least 2 years’ experience as a service writer or technician. Familiarity with Mitchells, Edmunds and Alldata. Problem solving skills. Work Environment and Physical Requirements Normal office environment. Ability to frequently sit for long periods of time.