AddressAbout this job
The Claims Specialist’s primary focus is to effectively research and resolve escalated customer concerns. With limited guidance and collaboration with the CAF Claims Sr. Specialist and/or CAF Claims Manager, the Claims Specialist engages with customers to understand their concerns and acts as a liaison between our customers and service providers to facilitate the resolution of customer claims.
What you will do – Essential Responsibilities
- Gather, independently review, and evaluate all relevant documents provided by all parties.
- Enter and maintain claim data in system and disseminate claims to appropriate partners or service provider for review.
- Determine reasonableness of claims and draw conclusions on necessary steps to resolve complaint. Review 100% of Claim denials, document relevant details, determine validity, and collaborate with Sr. Specialist and Claims Manager.
- Follow up with service providers to drive progress and engage in negotiations with various parties to ensure a fair and effective resolution.
- Schedule and lead independent Claims related vendor conference calls. Represent Claims in CAF-wide vendor conference calls.
- Thoroughly document claims files until resolution or final determination has been reached. Effectively communicate claims details, statuses and explain decisions to customers, vendors, stores and other associates as needed.
- Draft correspondence as needed to facilitate a written agreement to settlement terms or notify parties regarding the status of their claim.
- Track, categorize, measure, and analyze trends in customer complaints.
- Conduct Audits of various service providers and reconcile information between CAF and vendor records. Work with various departments and vendors to resolve discrepancies.
- Review and present key findings from complaints and audits to management and vendors regarding trends or vendor performance. Other Duties and Responsibilities
Purpose of the role
To perform this job successfully, an individual must have strong verbal communication skills, with the ability to listen intently to discern customer’s complaints so that the appropriate response is given, as well as demonstrated ability to effectively negotiate with customers and vendors. A candidate should have strong written communication skills, with the proven ability to prepare clear and concise written summaries. A candidate should have the ability to multi-task in a high energy and fast-pace work environment and effectively manage stressful situations. A candidate should use sound judgment and decision-making skills and demonstrate strong analytical and organizational skills. A candidate should have the proven ability to interpret and analyze data, reports, processes, trends and situations and recommend solutions.
Qualifications and Requirements
- High School Diploma or equivalent.
- Six months to one-year customer contact experience.
- Basic typing skills including minimum accuracy requirements.
- Basic to moderate computer knowledge and basic understanding of MS Word and Excel.
About CarMax
CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.
Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
Our Commitment to Diversity and Inclusion:
CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.
CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, protected veteran status, disability status, and any other characteristics protected by law.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.
