Job Description

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.

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