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.