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Director of Mechanical Claims
Location:
Columbus, OH
Description:
Overview: The Director of Mechanical Claims's primary focus will be on any and all mechanical, technical, and procedural aspects of the claim adjustment processes, along with the management of any specialty claims adjustment groups contained within the Claims Department. The Director of Mechanical Claims will also be responsible for working with internal and external stakeholders to develop best-in-class processes for claims performance. This will require the ability to lead and influence internal stakeholders that are responsible for supporting processes that are not under this individual's direct supervisory responsibility. The outcomes of these efforts will improve the quality of customer service, client relationships, claims handling, timeliness, and efficiency of the operations of the business. Essential Duties and Responsibilities: Analyze approval and denial of claims to ensure they meet the standards set for the Company. Informs Executive Vice President on claims greater than $7,500 or problematic claims. Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Oversees customer issues (customer, repair facilities, and agencies) and ensures effective and long-term problem resolution. Responsible for ongoing employee training and development. This includes performance appraisals, recognition, setting specific goals, and coaching for improvement to help the employee, department, and company reach their goals. Provides feedback to the company regarding client concerns on repair issues or contracts. Maintains in-depth working knowledge of NAC's claims/customer service policies, systems, and processes and makes adjustments as needed to align with corporate objectives. Sets performance standards to meet the service goals of the company. Coaches team in order to achieve high performance. Measures the departmental and individual performance of Claims Adjusters and Customer Service Reps and makes employment and disciplinary decisions. Prepare a departmental budget. Ensures company policies are followed throughout the department. Visit dealers and agents as needed to review service levels and training on claiming procedures and to build relationships. Randomly audits claims and calls for each Claims Adjuster and Customer Service Rep to review for accuracy and excellent service, with a minimum of 10 per Adjuster on a monthly basis. Monitors daily denied claims to ensure consistency and proper handling. Reviews daily inspection confirmation sheets and randomly audits inspections for accuracy. Provide support in loss control identifying risk on particular dealers through monitoring and utilizing various reports. Respond to state, federal, and local agencies, attorneys, dealers, customers, and agents as needed. Review claims process with insurance carriers for audit purposes. Manage parts vendor relations. Manage relationships with inspection companies utilized. Review of marketing concessions documentation to make the best decision for the company and partner. Review new products and provide feedback prior to filing and launching the program. Ensures proper phone coverage through scheduling and managing time off. Works with associated Insurance Carriers to ensure that we are administering claims in accordance with their guidelines. Education and Experience: 5+ years of experience in leading operations and/or in operational roles with a track record of high performance within an insurance and auto service business. College degree a plus. ASE or manufacturer certifications a plus Experience in managing claims operations to deliver solid customer service results. Experience serving clients in the automotive aftermarket in a similar capacity (claims payments, auto repair, finance, insurance, etc.) is preferred. Demonstrated ability to successfully hire, retain, develop, and coach staff via a culture of real-time performance feedback. Adept at building both technical and leadership skills. Successful leadership experience in assignments characterized by intense customer focus. Dedicated to understanding and meeting customer needs, both inside and outside the company. Strong decision-making and problem-solving skills. Proven ability to lead and adjust approaches based on KPIs. Ability to identify, develop, and implement process improvements. Ability to manage process workflow to include contact center, service center, or processing center workflow. Ability to effectively develop and execute workforce management principles with metrics for effective intra-day operational performance. Strong communication and interpersonal skills. Demonstrated ability to manage ambiguity and demonstrate grit and perseverance in unfavorable conditions. Physical Demands: While performing the duties of this job, the employee is regularly required to type and look at a computer screen for long periods of the day. This on-site role requires occasional travel to various locations in which the company has operations. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform essential job functions. We provide full-time comprehensive benefits packages to all of our employees including: Medical, dental, and vision plans with employer contributions; company-paid life insurance; paid holidays, community service day, and vacation; 401k with generous company match; and much more. Job Posted by ApplicantPro
Company:
National Auto Care Division
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Director of Mechanical Claims
Director of Mechanical Claims is a Executive Director Job at National Auto Care Division located in Columbus OH. Find other listings like Director of Mechanical Claims by searching Oodle for Executive Director Jobs.
Director of Mechanical Claims is a Executive Director Job at National Auto Care Division located in Columbus OH. Find other listings like Director of Mechanical Claims by searching Oodle for Executive Director Jobs.