Claim Support Assistant II - Remote Eligible

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Provide support to the Claims department by completing functions that require an advanced understanding of concepts, processes and the organization and workflow for one or more Claims lines of business and one or more claim systems. Work independently with limited supervision to complete functions that may require analysis, research, calculations, or the synthesis of information from multiple sources. Receive inbound and make outbound customer phone calls to resolve claims needs. Review claim documents for accuracy and determine the next action within the process. Train less senior staff members in departmental process and procedures. May be assigned tasks normally handled by the lower-level staff when necessary.

Additional Responsibilities within Check Deposit Operations include, but are not limited to:

• Process paperwork for outgoing checks
• Investigate stop pay requests for accuracy
• Accurately allocate funds to correct coverage in the appropriate Claim system
• Review checks and attempt to resolve prior to release of funds to the state for all claim systems, including redeposit funds to claim systems/accounts to avoid improper esheatment
• Review and research activity associated with positive pay processes
• Research incoming checks for proper allocation and process deposits including balancing accounts and resolving allocation issues
• Balance and reconcile all claim deposits

Additional Responsibilities within Subrogation Operations include, but are not limited to:

• Research and verify insurance on newly referred subrogation claim for claim handlers including both personal and commercial lines of business for both APD and Casualty
• Manage diary gather proofs and assist with Collection Vendor referrals
• Process collection recoveries and reports
• Pay expense invoices
• Research unidentified checks
• Issue deductibles when applicable
• Run searches as instructed by claim handlers

Additional Responsibilities within APD Dispatch Operations include, but are not limited to:

• Manage distribution of auto physical damage vehicle inspections offloading and assignment of inspections following business rules. This includes confirmation of vehicle location and updating instructions for estimators
• Coordinate drivable vehicle inspection appointments with the member using scheduling tools
• Collection of payout information from towing and storage vendors
• Schedule pick up of total loss vehicles with the salvage vendor
• Review documentation and identify missing documents or information and obtain the information from the member or the repair facility

Supervisory Responsibilities (briefly describe, if applicable, or indicate None): None

Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications): High School Diploma or equivalent OR Three years of experience in processing, customer service or business administration

Experience in:

• Working with P.C. software applications
• Maintaining accurate files and records
• Identification, investigation, and resolution of complex problems
• Processing transactions and posting to appropriate accounts
• Organizing and prioritize multiple tasks
• Communicating effectively (oral and written)
• Using automated processing and computer systems
• Gathering data and preparing reports
• Auditing records, products, and computer files
• Compose routine correspondence including letters and memos

Knowledge of:

• Claim processing functions
• Claim processing system
• Claim processing policy and procedures
• Data processing techniques
• Techniques used to audit data

Skills and Ability to:

• Successfully complete General Claims Training

Preferred Qualifications

• Associate degree in business or related field
• Two years prior bank or accounting experience

Work Environment

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Important Note: The above statements describe the principle and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.