Automotive Technical Service Specialist
Posted on May 18, 2019 by The Friedkin Group
The Automotive Technical Service Specialist under the leadership of the Team Leader, Claim Adjudication will support the process to increase the profitability of the company's finance and insurance (F&I) products and services provided to automobile dealers.
The Technical Service Specialist will
1) provide superior customer service to dealers, consumers, repair facilities, and other customers,
2) adjust and process claims for GSFS products, and
3) settle claims pursuant to company guidelines. The Service Specialist also will take action to enhance cross-functional coordination and expand internal communications within GSA.
(List in order of importance)
Other duties as assigned.
1. Adjust/process claims from dealers, repair facilities, and customers accurately and expeditiously. Follow company guidelines. Meet productivity goals.
2. For each claim, verify agreement or application number; determine if a claim is covered for time and mileage. Deny a claim that is not covered.
3. Register a verified claim in the database. Review claim history for the vehicle; ensure there are no red flags. Record cause of breakdown. Discuss breakdown with customer and/or service department. Agree on: a) labor time and costs; b) parts to be replaced, whether after-market parts will be used, and mark up; c) rental or towing reimbursements, and d) sublet repairs.
4. Determine total costs plus sales taxes. Review costs with service department; reach agreement. Authorize the claim; then, give the dealer a claim number.
5. During process, answer questions from dealers and customers concerning their coverage, benefits, maintenance requirements, and denials. Help locate an "honoring repair facility." Be able to justify all decisions.
6. Dispatch independent adjusters as needed to examine vehicles in the field. Evaluate their inspection reports.
7. Inform Team Specialist about claims results, use of after-market parts, and critical decisions. Identify problem areas, problem dealers, needed policies and procedures, etc. and recommend solutions. Refer disputed claims to Team Specialist.
8. Process customer reimbursement requests and transfer requests.
9. Assist other Technical Service Specialists to interpret and apply terms and conditions of GSFS products.
10. Coordinate and communicate actions within the company and with dealers.
Education and/or Experience:
High school diploma or general education degree (GED); and two years related experience and/or training; or equivalent combination of education and experience.
Carries out responsibilities in accordance with the company's policies, administrative, dealer, and operating agreements, licensing requirements, agent's guidelines, and applicable federal and state laws.
Certificates, Licenses, and Registrations.
Has valid driver's license. Is legally able to work in the United States. Certifications from National Institute for Automotive Excellence (ASE) in at least four areas of technical service preferred. Holds a property and casualty adjusters license.
Minimal travel is required for this position (up to 20% of the time and on a domestic basis).
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled