Technical Claims Specialist - AmTrust Financial Services, Inc.

Respond to claims via e-mail and general telephone enquiries received from customers, dealerships and end users and provide a consistently superior customer experience at all times by meeting or exceeding our customer’s expectations.

Use expert technical knowledge to authorize claims and negotiate claims payments for mechanical breakdown, parts and labour rates, which can involve very high values.

Assist the management team by supporting the team supervisor with management duties and staff coaching as and when requested.

Claims

· Ability to troubleshoot mechanical breakdown claims to determine whether customer complaints, repair facility diagnoses, and failed parts match.

· Verify if the failure meets the criteria for approval based on the conditions of the extended service contract.

· Verify repair costs using standard “national labor time guides” (including labor rates and time) to ensure estimates are within approval guidelines and that other resources, such as technical bulletins, recalls, system comments, and other requirements, are properly used during adjudication.

· Determine if the claim meets the criteria for a field inspection based on the cause of failure, cost estimate, and failures submitted by the repair facility.

· Partner with other departments, claims adjusters and management staff to identify options that support claims resolution and approval.

· Retrieve information from the claim file system and communicate information to the customers, dealers, repair facilities, and vendors.

Customer Service

· To deliver a consistently superior customer experience, ensuring that we have met all the customer’s needs, answered all their questions and that then customer fully understands our decisions.

· Responsible for achieving the individual customer service targets set (i.e. Quality, AHT, and Break targets).

· Document all interactions, research, verifications, and other claim-related information in the database.

· Interact with customers, agents, dealers, and other relevant parties to complete all claims investigations.

General

· Maintain a positive attitude towards role and assume the positive intent of others. Where there is a potential issue to raise this in an appropriate manor as soon as possible to a suitable manager.

· To represent the company in professional and courteous manner to external customers whether verbally or in writing.

· To be cooperative with colleagues promoting good relations and ensuring the highest quality of service at all times to internal & external contacts.

· To undertake any formal or informal training arranged by the company and attend meetings as and when required.

· Undertake other departmental duties commensurate with own skill level and job description in other areas of Operations as and when required.

Compliance

· To conform to all company policies in force at all times e.g. the security of corporate information, electronic mail policy, computer usage policy.

· To conform to legislative and procedural policies in force at all times.

· To ensure all property assigned is kept in good order with any faulty equipment being immediately reported to the relevant department.

· To adhere to company dress policies and ensuring suitable standards of personal hygiene.

Management Support Responsibilities

· If required, act as stand in Manager when the Team Supervisor is away from the business.

· To support the Team Supervisor in driving performance standards within the team.

· Provide coaching support for team members where performance concerns are identified.

· Support team members with escalated queries

Qualifications

· Holds an ASE certificate or equivalent in Motor Vehicle Engineering.

Experience

· Minimum of two years of hands-on automotive repair and diagnosis experience as a Line Tech or Service Advisor, including knowledge of heavy mechanical breakdowns.

· ASE Certification - must have at least one.

· Excellent negotiation skills.

· Proficient computer and data entry skills, heavy use of Windows-based programs.

· Professional telephone etiquette and excellent oral and written communication skills in the English language.

· A desire to learn and a passion for helping people.

· Strong attention to detail, dependability, and follow-through.

Core AmTrust Behavioural & Professional Competencies

Results Driven: Displays energy, determination and a sense of urgency to get the job done; understands the importance of meeting deadlines to achieve objectives; takes responsibility for organising own workload to ensure goals are met; identifies barriers or issues that might impact adversely on getting the job done and is proactive and innovative in resolving problems and finding solutions; strives for excellence.

Adaptable & Open to Change: Demonstrates a willingness to adapt and change according to circumstances; is able to comfortably handle ambiguity and changes in priorities; identifies the requirement to demonstrate flexibility for the wider benefit of the department and the business; supports change and the drive to continuously improve.

Relationship Management & Customer Focus: Builds and maintains strong internal and external customer and other relationships as relevant to role; is able to effectively understand and support customer needs while balancing business needs; takes responsibility for meeting agreed service levels and other commitments.; strives to deliver excellence and innovates to deliver solutions; ensures that everything that they do complies with all Treating Customers Fairly (TCF) principles.

Risk Management: Is able to understand and identify common types of business risks for their functional or business area; actively supports the maintenance of an effective control environment; takes timely remedial action as may be required to prevent or minimise loss; proactively escalates risks to the appropriate party; supports continuous improvement in the management of risk.

Collaboration: Demonstrates respect and integrity in all collaboration with others; works with rather than competes with others in the business to achieve company goals; builds trust through open communication; adapts style and messaging appropriately; seeks out and listens to the opinions of others; supports team building and an inclusive culture that values diversity.

Continuing Professional Development: Proactively keeps up to date with regulatory and professional changes; maintains the required knowledge and skills to perform in post and undertakes all required / mandatory training; ensures that annual learning and development plans and Continuing Professional Development (CPD) obligations are achieved.

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.