Summary
The Claims Support Specialist is responsible for providing clerical support for the GAP department by entering all claims into the Claims System that has been received via telephone, fax, e-mail and mail. Duties include but are not limited to; scanning, document management, state filings and other administrative tasks per the specific needs of internal and external customers.
Essential Duties and Responsibilities
- Acts as back up to Claims Adjusters and Claims Customer Service Representatives in the area of logging incoming documents, taking phone calls, and adjusting claims when needed.
- File Maintenance for both complete and incomplete files
- File Maintenance for denied claims
- Letter Maintenance for both complete and incomplete files
- Calling GAP waiver customers, lenders, and insurance companies for missing information
- Email Correspondence with customers when appropriate
- Check inquiries
- Back up for Claim Check Release Process
- Back up for Claim Check Mailing, including maintaining file copies sent to contract holders
- Assist in providing customer satisfaction by notifying contract holders of missing information to ensure efficient claims adjudication.
- Verify file contents to ensure efficient claims handling
The GAP Claims Support Specialist must be familiar with and able to accurately identify the following:
- All GAP Deficiency Waiver Programs (both insurance and debt waiver) administered by Aegis
- All ETCH Warranty Programs
- Carrier-specific waivers and insurance forms
- Insurance settlement detail/valuation documents and proof of payment
- Detailed vs. incomplete payment history provided by the Lender
- Bill of Sale documentation
- Book Out/Manufacturers Invoice
- Insurance Declarations Page
- Loan/Lease agreement
- Police reports
- The Underwriters that insure the products Aegis administrates
- Claim denial criteria by Carrier
Education and Experience
- High school diploma or equivalent
- 2-3 years of professional service experience as an administrative assistant
Skills
- Ability to work both independently and in a team environment
- Ability to identify required claims documentation, claims status, and missing documentation
- from claim files
- Ability to recognize all GAP Programs (both insurance and debt waiver)
- Ability to recognize all ETCH Warranty programs
- Familiarity with Web-based computer system
- Familiarity with finance and insurance documents
- Knowledge of address and phone and fax information for claims correspondence
- Knowledge of Fair Claims Practices
- Strong internal and external customer service skills
- Strong Data Entry skills (alpha-numeric and 10-key)
- Strong time management and organizational skills
- Strong Multi-tasking skills
- Written and verbal correspondence with Agents, Dealers, Insurance Companies, Underwriters, Lenders, Borrowers, etc.