Manager, Mechanical Claims Adjuster

The Mechanical Claims Manager (Manager, Mechanical Claims Adjuster) has responsibility for the daily management of the company’s Mechanical Claims Adjuster Team. The Claims Department Call Center interacts with both external and internal customers throughout the servicing journey, so it is critical that the Claims Manager has the expertise to develop and lead a staff capable of delivering exceptional service and timely responses to all prospective and existing customers. 

 

This position requires an individual with a strong technical background in mechanical and ancillary claims and proven skills in people management, process development, and implementation of programs, policies, and procedures. The Claims Manager must embrace technology and execute initiatives to achieve the company’s customer-focused vision. The Claims Manager will support a positive culture and develop people to evolve with changing business needs and practices. The Claims Manager is required to have technical experience resolving mechanical claims, including escalations, and to understand the company’s risk tolerance and product/service offerings. 

 

• 5 + years Mechanical Claims Adjuster/Adjudication experience 
• Repair and/or claims adjudication experience in the areas of Automotive, Powersports, and Marine Work
• 2 + years of professional experience in leadership capacity

General management of the Claims Department and direct management of Claims Adjusters who handle both Ancillary and Mechanical Claims

Plans, organizes, initiates, and enforces systems, policies, and procedures relative to the adjudication and resolution of all claim types

 Reviews the Claims Department functions in relation to daily workforce management to ensure the department is functioning in an efficient and effective manner

Gives direction of workflow to optimize and maximize department output

Reviews processes and procedures for modification and/or improvement to streamline and increase productivity, make recommendations, and work directly with the Director of Claims and Rates, and execute on such initiatives

Resolves complex matters both internally and externally, including issues that are escalated by Claims Adjusters

Works closely with the Director of Claims and Rates on the implementation of strategic initiatives and culture-building opportunities

Schedules and conducts weekly meetings with the Claims Adjusters to ensure the day-to-day activities of each adjuster is maintaining workflow, production, and following processes and procedures

Prepares and conducts annual performance reviews and conducts additional monthly (at least) performance feedback sessions with direct reports to develop the team’s knowledge and skills

Reviews reports for scheduling, staffing, productivity, efficiencies, and other KPI’s as implemented within the department

Establishes trusted professional relationships with agents, dealers, vendors, and colleagues by addressing issues and opportunities, identifying root causes, and implementing corrective action plans

Completes other duties and projects given by the Director of Claims and Rates

Provides direction to the claims Adjusters

Supports other teams

Shares ideas that may help with organizational productivity with the Director of Claims and Rates

Bachelor’s Degree and/or equivalent work experience

Minimum 5 years of experience in a Mechanical Claims role

Minimum 2 years of professional experience in leadership capacity

Demonstrated management, communication, and writing skills

Experienced with presenting and delivering training

Proven ability to build and sustain a positive team culture

Superior product knowledge of each and every contract administered by Global Administrators

Thoroughly understand the ins and outs of the parts and labor guides like Mitchell and Alldata

Fluent in working within the Global Admin system, Vander, and Assurant systems (will be trained to use these platforms)

Reliable and punctual

Driven to be the best

A positive attitude while remaining cool under stress does not react without thoughtful consideration of the issue at hand

Demonstrated ability to plan, organize, prioritize, and complete projects and assignments in a timely manner within an environment with competing deadlines

Ability to provide thorough documentation of gathered information While the primary duties are outlined above, flexibility and a team-oriented mindset are essential, associates may be asked to contribute to projects or duties outside of their standard job responsibilities, provided they are reasonable and aligned with overall business needs.

Exceptional organizational skills with the ability to manage the workflow of your work as well as the Claims Team

Will take calls and adjudicate claims (working manager)

Understands the importance of urgency and time sensitive issues and can be flexible to meet these demands. Demonstrated ability to solve customer problems using creative and effective techniques

Sustained use of sound judgment and tact in applying policies, solving problems, and communicating standards

 Active listener with ability to adapt/respond

Strong communication skills both verbal and written

Ability to diffuse a situation or issue and work towards a peaceful resolution

 Receptive to providing coaching and development

Capability to build trust and respect through solid leadership skills

Knowledgeable and experienced working within the Microsoft Office Suite programs Ability to travel by land and air

Typing/Alpha Numeric: 40 wpm + Strong 10-key

Capability to build trust and respect through solid leadership skills

Completion of all ASE, RV, Marine, and Powersport certifications (preferred)

Proven excellence at building and maintaining relationships with associates and clients (dealers, agents, and customers)

Creative thinker with the ability to recommend and implement team-building events

Solid negotiation skills, with the ability to compromise, keeping everyone satisfied

Repair and claims experience in the areas of Automotive, Powersports, and Marine Work

Normal office environment

Ability to frequently sit for long periods of time

Ability to occasionally walk, stand and reach with hands and arms, stoop, kneel or crouch  Ability to constantly hear and talk, both in person and by phone

Ability to grasp objects such as telephone and computer mouse

Ability to efficiently utilize and navigate multiple computer monitor(s) and programs

Finger dexterity to use a keyboard, calculator, and standard office equipment

Ability to spend extended hours in front of a computer screen and use close vision, distant vision, depth perception and adjust focus

Ability to work flexible hours

Ability to lift at least 20 pounds