Automotive Technician, Service Advisor, Parts Specialist- Mechanical Claims Adjuster II

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Mechanical Claims Adjuster II will provide support to our claims department by handling automotive, RV/other unit types, and/or powersports claims. Additionally, opening new claims, thoroughly and accurately, collecting and reviewing all claim files, verifying all requirements have been met, and providing claim status updates. The Mechanical Claims Adjuster II will provide exceptional customer service, perform key administrative duties, and perform other related functions as assigned by management. Work schedule: Monday- Friday, 10:30am - 7:00pm EST (OR) Monday- Friday 10:00am - 6:30pm EST This position does allow a remote, work from home opportunity

Essential Functions: Customer Service & Claims Adjudication:

Strives to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embraces Innovation & Change

Adjudicates claims submitted through our Web portal and other work queues and verifies validity and accuracy of claim submission

Communicates follow-up information as needed

Communicates new claims web instructions

Reviews incoming claims assigned to themselves and/or their responsible queues

Requests any additional information needed, such as pictures or ordering inspections, prior to authorizing claims

Ensures 100% of all authorized claims are approved by the appropriate parties, prior to authorization

Adjudicates claims, in accordance with the applicable agreement terms and state requirements, and provides authorization no more than 30 minutes of receipt if no additional information is required

Ensures all claim handling and communication is handled within our desired metrics

Maintains professional and technical knowledge

Works independently & proactively

Assists the Mechanical Claims Lead and Supervisor with various projects

Claims Quality Control:

Maintains Key Performance Indicators, which includes claims audits, contact center adherence, new claim handling, attendance, and actively participating in monthly 1-on-1’s and coaching and development plans

Team Player with Other Departments:

Supports other teams

Cross trains to gain basic knowledge of other departments within our organization

Shares ideas that may help with organizational productivity

Education and Qualification Requirements: Bachelor’s degree or equivalent work experience (see below)

3+ years of customer service or administrative experience

Required Knowledge, Skills, and Abilities: Reliable and punctual

A positive attitude while remaining cool under stress

Demonstrated ability to plan, organize, prioritize, and complete projects and assignments in a timely manner

Detail oriented, accurate, and highly organized

Demonstration of prideful work

Active listener with ability to adapt/respond to various types of personalities

Receptive to coaching and development

Effective written communication skills with associates, management, and internal and external customers

Superior written communication skills

Demonstrated ability to solve customer problems using creative and effective techniques

Proven adherence to confidentiality of sensitive company and proprietary information

Sustained use of sound judgment and tact in applying policies, solving problems, and communicating standards

Experienced utilization of computer hardware and software

Knowledgeable and experienced working within the Microsoft Office Suite programs

Typing/Alpha Numeric: 40 wpm + Strong 10-key

Strong mathematical aptitude

Proven ability to multi-task while handling interruptions

Preferred Skills and Experience: Contact center claims or automotive service experience preferred

Experience in automotive mechanical claims, service writing, or repair facility operations

Strong understanding of automotive systems, repair processes, and industry labor guides (e.g., Mitchell, AllData)

Work Environment and Physical Requirements: Normal office environment

Ability to frequently sit for long periods of time

Ability to occasionally walk, stand and reach with hands and arms, stoop, kneel or crouch

Ability to constantly hear and talk, both in person and by phone

Ability to grasp objects such as telephone and computer mouse

Ability to efficiently utilize and navigate multiple computer monitor(s) and programs

Finger dexterity to use a keyboard, calculator, and standard office equipment

Ability to spend extended hours in front of a computer screen and use close vision, distant vision, depth perception and adjust focus

Ability to work flexible hours

Ability to lift at least 20 pounds

Employee Benefits:   We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability: If you require an accommodation to complete the application and recruitment process due to a disability, please email eric.hess@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.