Under the general direction of the Supervisor, Member Relations, the Roadside Assistance (R/A) Damage Assessor investigates and resolves property damage claims originating from R/A provided to AAA Members by Independent Contract Stations and Club Owned Fleet facilities.
This position will work with Member Relations and R/A & Approved Auto Repair Territory Managers to receive and investigate escalated claims and may be requested to participate in periodic inspection of facilities, vehicles and equipment to ensure compliance with AAA contractual requirements.
This position is considered Emergency Personnel, which means that in inclement weather and other types of emergencies, associates are to report to work as normal, whether to a AAA work location, or via remote access.
Handle escalated damage claims requiring inspection by an AAA representative.
Assess damage claims and determine if damage was caused by the Roadside Assistance event. Recommend appropriate corrective actions. Negotiate settlements between registered owner, AAA Member and Independent Contract Station (ICS) at the scene of investigation or at a later date.
May be requested to conduct facility inspections of R/A facilities and vehicles to determine if they meet Club standards.
Manage time and communicate in a timely effective manner to ensure workload is promptly handled to meet or exceed AAA Quality Standard requirements for claims handling.
Principal Job Duties:
Initiate investigation by contacting the Member for necessary additional details and to relate specific details on investigation process and projected time to resolve.
Review statement from owner and/or service vehicle operator regarding Station's position in the matter.
Arrange meeting between Member and Contract Station representative to inspect damage when needed, to determine if damage is a result of the service provided, utilizing the re-enactment process if necessary.
Prepare reports on investigation, settlements and denials in a timely manner to ensure relevant information and case status is recorded to the file, including details such as photographs of vehicle or property that was damaged, receipts for repairs, witness statements, and other related items to evaluate claims for settlement.
Under the direction of management, may be requested to contact Contract Station representatives to arrange for and conduct periodic inspection of their facilities, vehicles and equipment to ensure compliance with AAA contractual requirements.
Notify Contract Station representative of findings. Document inspections using approved forms, and file electronically with variances from standards noted and escalated for action.
Recommend appropriate resolution to all parties, including possible insurance claims and negotiation of pay and withhold terms for contractor if applicable.
Provide expert consultation on vehicle inspections in cases where body or mechanical damage claims are submitted by Members.
Ensure Roadside Assistance Territory Managers are aware of damage claims status. Consult with Territory Managers on escalated claims.
Receive, analyze, coordinate, and investigate member complaints regarding automobile repairs at contract facilities.
Maintain records, reports of investigations, and complaints; prepare weekly/monthly reports on investigation; keep management informed of problems and repeat complaints in a timely manner.
Perform miscellaneous job related duties, including management of other products or programs as assigned, across all areas of Automotive Services.
High school degree and 4 years of work experience including automotive technical knowledge, roadside emergency towing and troubleshooting procedures. Experience appraising physical damage claims desired. Equivalent combination of education and experience also considered.
International Institute Towing Recovery or equivalent certification required within 6 months of acceptance of postion.
I-CAR (Collision and Repair) and/or ASE certification(s) preferred.
Valid Vehicle Damage Appraiser’s license preferred.
Demonstrated ability to interface both professionally and effectively with AAA Member, repair facilities, Roadside Assistance contractors, internal associates, etc.
Thorough knowledge of Club operations, policies, procedures and practices concerning Roadside Assistance operations is preferred.
Ability to resolve conflicts equitably.
Must possess and maintain a valid state driver's license with an excellent driving record and
maintain insurance required by law and Club,
to enable traveling to property locations.
Ability to travel and drive long distances, evening and weekend work may be required.
Must provide own presentable vehicle; mileage will be company reimbursed.
Initiative and the ability to work independently.
Effective written and oral communication skills to enable accurate and professional handling of assignments and constructive interaction with the parties involved including:
Ask detailed questions to obtain factual information
Ability to communicate technical processes to non-technical people
Be a team player and team leader
Excellent presentation skills
Act in the capacity of a consultant to help claimants and Independent Contract Stations to resolve problems
Strong relationship management, collaborating and influencing skills
Proficient in the use of Microsoft Office and business line technologies including Word, Excel, and other claims tracking systems including AAA’s D/2000 comment tracking system to ensure reports are tracked.
Ability to lift up to 50 lbs., kneel, bend and crawl under vehicles for inspection.
Must have complete dexterity and fine gross motor skills.
Ability to adjust work schedule and priorities to meet business needs.
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