Job Description
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Automotive Claims Adjuster (Mechanical Claims Adjuster) will provide support to our claims department by handling a large volume of claims calls, opening new claims, thoroughly and accurately collecting, and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. The Automotive Claims Adjuster will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.
Ideal Candidates will have:
- A minimum of three years of experience handling automotive claims for an automotive warranty company (preferred)
- A minimum of three years of experience in an automotive dealership or repair facility as a technician, and /or service drive advisor. (preferred)
Customer Service & Claims Adjudication:
- Answer incoming claims calls, identify key information about the customer’s contract and answer questions related to coverage.
- Communicate follow-up information as needed.
- Communicate new claims web instructions.
- Ability to manage escalated cases and handle disputes or complaints effectively.
- Review incoming claims assigned to you and/or your responsible queues.
- Request any additional information needed, such as pictures or ordering inspections, prior to authorizing claims.
- Ensure 100% of all authorized claims are approved by the appropriate parties, prior to authorization.
- Ensure all claim handling and communication is handled within our desired metrics.
- Maintain professional and technical knowledge.
- Work independently & proactively.
Claims Quality Control:
- Maintain Key Performance Indicators, which includes claims audits, contact center adherence, new claim handling, attendance, and actively participating in monthly 1-on-1’s and coaching and development plans.
Education and Qualification Requirements:
- High School Diploma/GED
- Automotive Technical degree or equivalent combination of technical knowledge and work experience desired.
- Automotive Technician, Automotive Service Advisor, Automotive Parts Experience.
Required Knowledge, Skills, and Abilities:
- Reliable and punctual.
- Keeps a positive attitude and remains cool under stress.
- Plan, organize, prioritize, and complete projects and assignments in a timely manner.
- Detail-oriented, accurate, and highly organized.
- Displays pride in work.
- Active listener with the ability to adapt/respond to various types of personalities.
- Receptive to coaching and development.
- Interact effectively with associates, management, and internal and external customers.
- Superior communication skills, both written and verbal.
- Demonstrate that you can solve customer problems using creative and effective techniques.
- Maintain confidentiality of sensitive company information and use judgment and tact in applying policies, solving problems, and communicating standards.
- Operate computer hardware and software, including Microsoft Office Suite, and specialized software applications.
- Strong mathematical aptitude.
- Operate a calculator and related office equipment.
- Proven ability to multi-task and handle interruptions.
- Ability to work flexible hours.
Preferred Requirements:
- A minimum of three years of experience handling automotive claims for an automotive warranty company (preferred)
- A minimum of three years of experience in an automotive dealership or repair facility as a technician, and /or service drive advisor. (preferred)
- ASE Certification is a plus.
- Experience in mechanical inspections: three years (preferred)
- Automotive Technician: three years (preferred)
- Ability to type a minimum of 30 WPM with accuracy,
- Have PC Skills including Microsoft Word, Excel, Outlook
- Excellent customer service skills
- Operation of multi-line phone system
- Advanced skills in customer service
- Excellent written and verbal communication skills
- Self-starter
- Driven for success
- Excellent communicator
- Problem solver
- Provide solutions
Work Environment and Physical Requirements:
- Normal office environment.
- Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.
- Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
- Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
- Ability to frequently sit for long periods of time.
- Ability to hear and talk, both in person and by phone.
- Ability to spend extended hours in front of a computer screen.
$65,000 - $85,000 a year
Protective’s targeted compensation for this position is $65k - $85k. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.
Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
