On Campus Legal Claims Specialist

$78,000 - $100,000/Yr

American Auto Shield - Lakewood, CO

Full-time

Onsite - Lakewood, CO

Insurance Carriers and Related Activities

About the position

The On Campus Legal Claims Specialist position at American Auto Shield is designed for individuals with a strong background in automotive mechanics and claims handling. This role primarily supports a supervisor or manager while serving as a technical expert in the claims resolution team, which also involves some legal aspects. The specialist will be responsible for reviewing and researching escalated automotive breakdown claims, ensuring that all complaints are analyzed thoroughly in conjunction with vehicle service contracts, estimates, feedback from repair facilities, and payment history. The goal is to provide prompt and satisfactory resolutions for contract holders, and to offer testimony as needed for arbitrations and other legal proceedings. The position requires a deep understanding of automotive systems, repairs, parts, and customer service related to vehicle repair. It involves significant phone and screen time, as well as in-person meetings on campus, and does not qualify for remote work. Candidates should be prepared to transition from hands-on mechanical work to a more office-based role, utilizing their experience at a keyboard. Pay for this position is commensurate with experience and communication skills, with a salary range of $78,000 to $100,000 per year. In this role, the specialist will be tasked with reviewing high-level complaint submissions to determine the correct adjudication of claims, conducting calls to repair facilities and contract holders, and tracking all complaint actions in the company's claim administration and legal systems. The specialist will also be responsible for providing accurate and timely information to both external and internal customers regarding claim statuses and inquiries. Additionally, the role includes conducting loss investigations on claims escalated to the legal department and presenting findings as a professional witness in arbitration hearings or other legal proceedings. The specialist will also support the Legal Claims Specialist team, assist in developing team members, and manage open legal matters to ensure proper handling.

Responsibilities

• Review assigned high-level complaint submissions to determine correct claim adjudication.
• Complete calls to repair facilities, and contract holders or their representatives as directed to resolve claim issues.
• Track all complaint actions in the company's claim administration and legal systems.
• Provide accurate, courteous, and timely information to all external and internal customers concerning claim status and other claim inquiries.
• Conduct and coordinate loss investigations on all claims escalated to the legal department.
• Present facts of claim adjudication and investigative findings on assigned claims as a professional witness in arbitration hearings or other legal proceedings as assigned by the Legal Claims Director.
• Execute all communications with Contract holders, repair facilities, customer representatives IE Attorneys, regulatory agency staff, or other agencies with the utmost professionalism, empathy, candor, and accuracy as possible.
• Provide quality, actionable, detailed, and concise feedback through assigned processes for issues relating to Claims Adjusters and Customer Service staff on all assigned claim reviews.
• Audit operations feedback forms submitted by the Legal Claims Specialist Team for accuracy and quality.
• Carry out responsibilities in accordance with the organization's policies and applicable laws.
• Provide support to Legal Department.
• Interact with other departments within the company.
• Assist and develop the Legal Claims Specialist team.
• Manage current and outstanding open legal matters assigned to the Legal Claims Specialist team to ensure correct handling of matters by performing audits on assigned claims.
• Develop and continue to improve upon standard operating procedures for the operations of the Legal Claims Specialist team.
• Provide training for new hires to the Legal Claims Specialist team.
• Work with other departments on legal issues relating to claims and company operations.
• Assist the Legal Claims Manager, Legal Department, as well as Corporate Counsel.
• Provide recorded verbal or video responses/interviews as needed to media inquiries in the absence of the Legal Claims Director.

Requirements

• Ability to work 100% in-office.
• Ability to write routine reports and correspondence.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Experience with Database Software, Internet Software, Word Processing Software (Microsoft Word), Spreadsheet Software (Microsoft Excel) and Electronic Mail Software (Microsoft Outlook).
• Ability to be friendly, courteous, service-oriented, flexible, and enjoy working with a variety of staff.
• Ability to be detail-oriented and work effectively under pressure while meeting deadlines.
• Ability to be professional, accurate and complete in all oral and written communications.
• Ability to exercise de-escalation techniques and remain calm and professional in stressful situations.
• Ability to work independently and productively with minimum supervision; able to manage multiple projects.
• Ability to recognize problems, identify possible causes and resolve routine problems.
• Ability to establish and maintain effective working relationships with internal and external organizations, groups, team members and individuals.
• Ability to be proactive in addressing potential problems or holdups in all processes and procedures.
• Significant automotive mechanical, electrical and hydraulic knowledge.

Nice-to-haves

• Currently certified and maintaining ASE Certifications, P2 Parts Specialist, C1 Service Consultant, L1 Automobile Advanced Engine Performance and A1-A9 certifications.
• It is highly preferred that certifications are also obtained and maintained for L2 Electronic Diesel Engine Diagnosis, and L3 Light Duty Hybrid/Electric Vehicles Certifications.