Under general supervision, investigates, evaluates, negotiates, and settles vehicle mechanical repair claims under various coverage forms. Reviews claims for other possible coverage as provided by vehicle manufacturers or parts and labor warranties provided by previous repairer. Provides claim payment authorizations based on the correct parts and labor amounts using the available data sources. Assigns third party inspectors to aid in investigating approximately 5% of claims taken on average. Provides customer service to callers with questions about filing a claim or to dispute claims.
Responds to incoming calls from agents and policyholders. May provide direct quotes over the telephone. Interprets and communicates all guidelines effectively. May process quotes and send information to third party inspectors to aid investigation. Consistently handles and processes calls in a detailed and accurate manner. Consistently provides superior customer service.
Worker characteristics are normally acquired through completion of a high school diploma or equivalent (G.E.D.) and may include specialized automotive repair vocational courses; or equivalent combination of education and experience.
Pertinent state adjuster license must be obtained within 90 days of hire date.
Experience to handle mechanical breakdown claims normally is acquired through auto technician experience and/or service department service writer experience.
Excellent written and verbal communication skills.
Must be able to communicate professionally at all levels within and outside of the organization.
Able to interact cordially with other employees to accomplish common tasks.
Able to adhere to the regular work schedule.
Computer proficiency with the ability to maneuver and navigate between screens and programs.
Demonstrate composure and patience in stressful situations.
Able to effectively work in a fast-paced and detail-oriented environment.
Demonstrate appropriate and professional phone skills.
Excellent listening skills and demonstrate problem solving and decision-making ability.
Able to listen to and identify customer needs.
Able to consistently provide meaningful information to customers.
Working knowledge of a wide variety of Company policies and procedures regarding business line operations.
Mercury Insurance Group - 17 months ago
Named after the Roman god of commerce and travel, Mercury General hopes to combine the two. The company is the parent of a group of...