<p>General Summary</p> <p>The Auto Material Damage (AMD) Technical Specialist assists the claims team and customers by handling basic to complex damage estimates for vehicles that are involved in a claim. The position will also occasionally handle AMD claims.</p> <p>Essential Functions</p> <p>Tech Specialist</p> <ul> <li>Acts as a resource to customers and claim representatives for all types of damage to vehicles involved in claims. </li><li>Reviews, writes and audits estimates; negotiates with body shops and service departments. </li><li>Negotiates parts prices, labor costs, necessary operations, and excluded damage with body shops and customers. </li><li>May handle first party Auto Material Damage losses, including coverage and liability, establishing damages, and issuing payments. (During CAT events and time of high-volume workload, the frequency of handling these claims may increase.) </li><li>Completes risk reports to notify Underwriting of unsafe vehicles or unrepaired damage. </li><li>Research manufacturers' recalls for subrogation opportunities. </li></ul> <p>AMD Claims</p> <ul> <li>Complies with company procedures and the State Fair Claims Practices Act. </li><li>Keeps apprised of industry standards, trends and laws by being active with continuing education. </li><li>Adjusts claims via telephone: </li><li>types up notes and letters, </li><li>documents claim activities. </li><li>Investigates facts and evaluates automobile damage. </li><li>Reviews and evaluates estimates and photos while determining use of appropriate vendors and inspections. </li><li>Provides timely and quality customer service to customers, vendors and agents. </li><li>Practices pro-active agency relations. </li><li>Obtains Adjuster licenses that are required for claim handling in states where we the company writes business. </li></ul> <p>General</p> <ul> <li>Assists other members of the AMD Claims Unit. </li><li>Works in a team environment to: </li><li>promote and support the unit, department and organizational goals, </li><li>communicate effectively, </li><li>get along with team members, </li><li>work with colleagues effectively and professionally. </li><li>Performs other duties as assigned. </li></ul> <p>Working Conditions</p> <ul> <li>Normal office working conditions. </li><li>Sitting for extended periods of time. </li><li>Eye strain and fatigue. </li><li>Extended computer usage. </li><li>Handling numerous phone calls and points of contact from coworkers as well as customers daily. </li><li>Stress associated with high claim volume, upset customers, making difficult decisions and meeting deadlines. </li></ul> <p>QUALIFICATIONS</p> <p>Skills and Abilities</p> <ul> <li>Must be proficient with operating a computer. </li><li>Knowledge of various computer software programs for estimating damages. </li><li>Exceptional customer service skills. </li><li>Experience working in a customer service environment where conflict resolution, time management, workload prioritization and follow-up are key priorities. </li><li>Strong organizational and detail-oriented skills. </li><li>Ability to focus and manage frequent interruptions while dealing with various tasks. </li><li>Ability to develop and maintain team and customer relationships. </li><li>Strong verbal and written communication skills. </li><li>Ability to manage conflict resolution. </li><li>Strong analytical and critical thinking skills. </li><li>Strong knowledge of estimates, vehicle parts and components for all makes and models. </li><li>Strong negotiation skills. </li></ul> <p>Education Requirements</p> <ul> <li>College degree or equivalent work experience. </li><li>ASE Certification a plus. </li><li>Five (5) or more years of claims and/or auto repair-related experience preferred. </li></ul> <p>SUPERVISION</p> <p>Supervision Received</p> <ul> <li>Limited supervision. </li><li>Self-reliant with minimal oversight. </li><li>Unusual problems are referred frequently to the Claims Unit Manager with suggestions for correction. </li></ul> <p>Supervision</p> <p>Exercised</p> <ul> <li>None. </li></ul>