Auto Claims Adjuster - AZ, CO, KS, ID, MO, OR, & WA Residents

Job Summary

Utilizes working knowledge and skills developed through formal training to investigate, confirm coverage, determine liability, establish damages, and negotiate settlements of auto claims, which includes single and multi-vehicle losses with basic coverage and moderate complexity of liability.

Essential Job Functions

• While gaining full mastery of the claims adjusting process and under close supervision, this role investigates and confirms coverage for basic coverage claims and low to moderate complex liability claims including claims where coverage is reportedly clear and new business investigations.
• Completes assigned training and activities to develop the knowledge, skills, and abilities required to complete the job duties.
• Makes same-day contact with customers based on the needs of the claim.
• Explains the claims process to all customers and applicable coverage benefits to the policyholder.
• Confirms facts of loss and determines vehicle location and if drivable.
• Offers vehicle repair and rental service options to customers.
• Coordinates auto physical damage estimate through the proper method of inspection and arranges for the release of vehicles accruing storage fees.
• Maintains ownership of the claim.
• Serves as the primary point of contact through a resolution of all exposures.
• Communicates and collaborates with other claim specialists to facilitate claim resolution for customers.
• With oversight and support, makes determinations including but not limited to whether the policy is in force for the date of loss, the driver is insured on the policy, the vehicle is a covered auto, any exclusions or endorsements apply to the loss, and what coverages on the policy apply to the loss.
• Communicates policy risk issues discovered during the investigation to Underwriting to facilitate their evaluation of the policy risk and exposure.
• Escalates issues discovered or claims with exposures exceeding financial authority to Supervisor.
• Investigates and recognize all potential claim exposures.
• Resolves auto-physical damage claims accurately.
• Secures estimate of damages timely through appropriate repair channels.
• Issues and authorizes claim payments to customers and repair facilities.
• Explains repair process and estimate to customers.
• Follows standardized procedures and practices to investigate and determine liability for claims with low to moderate complexity liability issues including single-vehicle losses, parked vehicle and multi-vehicle rear-end losses.
• Completes investigation by securing statements of the drivers, police reports, vehicle photos, and estimates.
• Analyzes duties owed and breached by all potentially responsible parties and determine the liability percentage for each party.
• Communicates liability decisions to customers, claim specialists, and Underwriting.
• Recognizes subrogation potential and makes referrals to the Subrogation department when appropriate.
• Manages rental claims through communication with customers, repair facilities, rental vendors, and claim specialists.
• Manages and mitigates storage costs.
• Coordinates and collaborates with auto physical damage and total loss specialists to facilitate claim resolution for customers.
• Maintains active diary and resolution plan on open files.
• Handles and documents files in compliance with regulatory requirements.
• Responsible for making sure appropriate and professional correspondence is sent to customers including claim status updates.

Experience Requirements

• Service Industry experience and strong customer service skills are highly desirable.
• Ability to work independently, collaborate with the team, and adapt to a high-volume workload; with exceptional desk management and organizational skills are essential skills for this role.   
• Utilizing digital technology to channel and settle auto claim losses is preferred. 

Education Requirements

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• An insurance Adjusters License may be required, where states applicable.

Physical Environment

This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions.

Physical Actions

Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.