Summary:

The Team Leader, Mechanical Claims under the leadership of the Sr. Manager, Claims Operations 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 Team Leader will 1) manage associates and processes to provide superior customer service, 2) manage day-to-day claims adjustment operations, and 3) develop and/or maintain standard operating procedures for department functions. The Team Leader also will take action to enhance cross-functional coordination, expand internal communications, and develop associates in GSA.

Essential Responsibilities

(List in order of importance)

• Provide oversight and guidance in the receipt, transmission, and handling of consumer and customer data per applicable policies and procedures.
• Review and follow data privacy practices, policies, and guidelines.
• Supervise the process to adjust/process claims from dealers, repair facilities, and customers accurately and expeditiously. Ensure adjusters are following company guidelines and working to meet productivity goals.
• Train and coach associates on the effective processing of each claim to include; verification of agreement or application number; determination of claim coverage for time and mileage. Support the decision process associated with the denial of claims.
• As part of the quality assurance process, monitor and address issues with the registration of a verified claim in the database. Review claim history for the vehicle; ensure there are no red flags. Record cause of breakdown. Assist in the discussion of the 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.
• Support the associate during the 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.
• Supervise the use and cost of independent adjusters as needed to examine vehicles in the field. Evaluate their inspection reports.
• Guide associates on claims results, use of after-market parts, and critical decisions. Identify problem areas, problem dealers, needed policies and procedures, etc. and recommend solutions. Handle disputed claims as necessary.
• Coach or assist Technical Service Specialists to interpret and apply terms and conditions of GSFS products.
• Coordinate and communicate actions within the company and with dealers.

Critical Competencies

Demonstrate excellent customer service and negotiating skills.
Is customer and dealer focused.
Is able to handle customers under difficult situations.
Demonstrate strong analytical and problem-solving skills.
Demonstrate thorough knowledge of automotive repair, technical vehicle operations, components, and breakdowns. Is able to act as technical advisor to claims processors.
Demonstrate excellent claims administration skills.
Demonstrate knowledge of the company's products their coverage and benefits.
Demonstrate computer skills. Is able to use computer in stressful situations.
Is able to support change.
Is able to communicate effectively - orally and in writing.
Understand the company's claims productivity measurements.

Supervisory Responsibilities:

Directly supervises three or more associates. Carries out responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems. Responsibilities also include sponsoring, directing, coordinating, and supporting project and process improvement teams, and participating in and/or supporting project teams sponsored by other management team members.

Qualifications:

Education and/or Experience:

• A bachelor's degree with at least two to four years related experience and/or training; or equivalent combination of education and experience. Finance & Insurance, Service Drive, or Mechanical repair experience in a dealership preferred, but not required.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence.
• Ability to speak effectively with vendors and associates from corporate office.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Certificates, Licenses, and Registrations: *

Has valid driver's license. Certifications from National Institute for Automotive Excellence (ASE) in at least four areas of technical service preferred.
Holds a property and casualty adjusters license.

LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedures manuals. Ability to write routine reports and correspondence. Ability to speak effectively with vendors and associates from corporate office.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands:

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day; and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate is occasionally required to travel to other sites, including out-of-state, where applicable, for business. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. While the job is generally performed in an office environment, the associate is occasionally exposed to wet and/or humid conditions, areas in which moving mechanical parts, fumes, toxic or caustic chemicals are present, and outside weather conditions. The noise level in the office environment is typically quiet, but the associate may be occasionally exposed to loud noise levels. Minimal travel is required for this position (up to 20% of the time and on a domestic basis).

Travel Required

Minimal travel is required for this position (up to 10% of the time and on a domestic basis).

Our Total Rewards package is an integral part of how we recognize our associates' contributions as well as attract, retain and reward the most qualified employees. We are committed to providing a fair and competitive compensation structure that includes base pay and performance based rewards, where applicable. Compensation is based on various factors including, but not limited to, skill set, experience, qualifications and job-related requirements. Our benefits include medical, dental, and vision along with wellness programs, retirement plans, paid leave and much more! To learn more about these programs and many more, take a tour of our