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Mechanical Claims AnalystJob Description

This role offers experienced automotive technicians and mechanics the opportunity to transition from the shop floor into a professional office and call center environment, where they will leverage their mechanical expertise to evaluate and process vehicle warranty claims. As a Mechanical Claims Analyst, you will use your in-depth knowledge of engines, transmissions, electrical systems, and other key components to determine coverage, explain decisions to dealerships and vehicle owners, and guide customers through the claims process. You will work within a structured, technology-enabled environment, balancing technical analysis with high-quality customer service to ensure fair, accurate, and timely claim resolutions.

Responsibilities

+ Utilize in-depth knowledge of vehicle mechanics to evaluate, investigate, and process mechanical claims accurately and efficiently.

+ Review repair information from dealerships and repair facilities to determine whether repairs are covered under the applicable vehicle service contract or warranty guidelines.

+ Make clear coverage determinations, including approvals and denials, based on established policies, procedures, and claim adjudication criteria.

+ Communicate via telephone and email with vehicle contract holders, dealerships, repair facilities, and other parties to address claim-related questions and requests.

+ Explain claim decisions to car owners, including why a claim has been approved or denied, in a clear, professional, and empathetic manner.

+ Guide vehicle owners on next steps for addressing issues with their car, including how to obtain repair quotes and initiate the claims process.

+ Actively listen to callers questions and concerns, demonstrating empathy and compassion to ensure a positive and reassuring customer experience.

+ Provide exceptional customer service in a high-volume call center environment, handling complex requests and resolving issues to support customer satisfaction.

+ Adhere to established department processes and utilize company-specific computer systems to maintain detailed and accurate electronic claim records.

+ Navigate multiple software systems, monitors, and tools while assisting customers on the phone, ensuring information is documented thoroughly and correctly.

+ Collaborate with leaders and other claim analysts to uphold the organizations reputation for honesty, fairness, and excellence in all interactions.

+ Participate in initial onboarding and ongoing training, including claim Overs training, to expand knowledge of products, processes, and claim adjudication practices.

+ Apply labor guide information (such as AllData) and scan tool results, when applicable, to support accurate claim evaluations.

+ Handle a variety of incoming calls, including dealerships seeking coverage determinations, car owners requesting explanations of claim decisions, and customers asking how to proceed with potential repairs.

+ Follow call center schedules and operating hours, including occasional Saturday shifts, while maintaining consistent service levels.

+ Support continuous improvement by following feedback from supervisors and the hiring team regarding performance, processes, and shift adjustments.

Essential Skills

+ At least 3 years of proven experience as an automotive mechanic or in a related mechanical field.

+ Strong understanding of vehicle repair processes, including the ability to discuss repair elements with both technical and non-technical individuals.

+ Hands-on automotive mechanical knowledge, with at least two years of minor or entry-level automotive repair or equivalent automotive technical work preferred.

+ Knowledge of repairs related to engines, transmissions, and electrical systems, as claims will focus on these types of repairs.

+ Demonstrated success in a customer service role, including experience resolving complex requests and ensuring high levels of customer satisfaction.

+ Excellent verbal communication skills with the ability to clearly and effectively articulate information to callers, colleagues, and stakeholders over the phone.

+ Ability to actively listen, demonstrate empathy, and handle irate or distressed customers in a calm and professional manner.

+ Basic computer proficiency, including comfort using Microsoft Office applications (Email, Teams, Outlook, etc.) and programs used for claims processing.

+ Ability to navigate multiple software systems and computer monitors simultaneously while assisting customers on the phone.

+ Willingness to complete a basic typing test and share results.

+ Self-motivated, detail-oriented approach with the ability to work efficiently in a fast-paced call center environment with minimal oversight.

+ Ability and willingness to occasionally work on Saturdays as part of the regular schedule.

+ High school diploma or GED.

+ Willingness to travel to the designated office location (Deerfield Beach, FL or St. Louis, MO) for the initial two-week onboarding training.

+ Availability to work within operating hours that may range between 8:00 a.m. and 9:00 p.m. local time, based on assigned shift.

+ Access to a high-speed home internet connection and a quiet at-home workspace to support remote or hybrid work schedules.

Additional Skills and Qualifications

+ ASE certification is a plus and may enhance consideration for higher experience tiers.

+ Experience with heavy-line automotive repair is beneficial.

+ Experience using labor guides such as AllData is preferred but not required.

+ Experience using automotive scan tools is preferred but not required.

+ Bilingual fluency in Spanish and English is preferred and may be recognized with enhanced compensation within the applicable tier.

+ Prior experience in retail dealership environments and exposure to warranty or service contract work is advantageous.

+ Exposure to call center or contact center environments, particularly in automotive or insurance-related fields, is helpful.

+ Claims adjudication experience is highly valued for advanced tiers.

+ ASE certification combinations aligning with advanced technician or master mechanic levels (such as multiple A-series and L-series certifications) are beneficial.

+ Strong problem-solving skills and the ability to analyze mechanical issues and apply policy guidelines consistently.

+ Comfort working within structured processes and performance expectations, including adherence to schedules and quality standards.

Work Environment

The role is based in a corporate shared services location with a casual, professional environment. You will work in a call center setting, typically in your own cubicle, spending the majority of the day on the phone and using multiple computer systems to manage claims. Initial onboarding consists of two weeks of fully in-office training, followed by an additional 12 months of continued in-office work until you are comfortable with the technologies and call handling expectations. After this period, the position transitions to a hybrid schedule, commonly involving two days in the office and three days working from home each week, with Mondays and Fridays often d...

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