Investigate and determine coverage on total loss vehicle claims including evaluating market value/replacement value of leased vehicles. Liaise with insurance companies/brokers in negotiating and settling total loss claims within established guidelines. Review and process all required documentation related to total loss settlements including proof of losses, salvage releases, Power of Attorneys, etc. ensuring accuracy, timeliness and alignment with federal and/or provincial guidelines. Work directly with customers, dealers, other departments and management on the coordination of claim processing. Process lease disposals related to total loss including submission to accounting, refunds and customer billing. Coordinate with external third party product providers to coordinate refunds on cancellation of products mitigating loss exposure for GMF. (45%) Liaise with Estate Executors regarding deceased lease account holders including reviewing available options and collecting/processing all required documentation. Coordinate with dealers, executors and various internal departments regarding intentions of estate regarding to complete lease transfers, buyouts and vehicle returns ensuring accuracy, timeliness and alignment with all/any federal and/or provincial guidelines. Process any lease disposals related to estate processing. (40%) Assist internal departments and Dealers with any insurance related inquiries including but not limited to damaged vehicle returns, repair inquiries/questions, etc. (15%)Counseling – providing customers with options when trying to resolve difficult files - Frequently.
Taking telephone messages - Occasionally.
Taking direction or instructions - Frequently.
Talking to customers/ajdusters Frequently.
Listening – Monthly meetings to review and provide feedback on unresolved files - Occasionally.Sitting – continuously.
Repetitious body motions – Clicking of the mouse, typing - Frequent.
Maintaining one position - (e.g. sitting at a computer) - frequent.
Clicking of the mouse - Frequent.
Writing - Frequent.
Holding telephone – Frequent.
Taking telephone messages - Occasionally.
Taking direction or instructions - Frequently.
Talking to customers/ajdusters Frequently.
Listening – Monthly meetings to review and provide feedback on unresolved files - Occasionally.Sitting – continuously.
Repetitious body motions – Clicking of the mouse, typing - Frequent.
Maintaining one position - (e.g. sitting at a computer) - frequent.
Clicking of the mouse - Frequent.
Writing - Frequent.
Holding telephone – Frequent.
Responsibilities
Comprehensive understanding of a range of services, processes, procedures, systems and concepts within each area of specialty (insurance total loss, probate)
Performs multiple and/or diverse tasks that are highly complex requiring specialized expertise.
Ability to organize, prioritize and manage a large workload for optimum efficiency
Extensive negotiation and experience to deal with most difficult accounts with customers, insurance adjustors, estates and dealers.
Demonstrated attention to detail and the ability to prioritize workload to meet department objectives efficiently
Proven ability to work cooperatively with peers and managers to bring accounts to favorable resolution while building a positive work environment
Detailed knowledge of contractural and security agreements
Knowledge of specific regulations in all provinces in which GMF does business relating to insurance claims and probate
Understands and complies with regulatory requirements in all jurisdictions
Leverages strong negotiation, influence, and persuasion skills
Performs multiple and/or diverse tasks that are highly complex requiring specialized expertise.
Ability to organize, prioritize and manage a large workload for optimum efficiency
Extensive negotiation and experience to deal with most difficult accounts with customers, insurance adjustors, estates and dealers.
Demonstrated attention to detail and the ability to prioritize workload to meet department objectives efficiently
Proven ability to work cooperatively with peers and managers to bring accounts to favorable resolution while building a positive work environment
Detailed knowledge of contractural and security agreements
Knowledge of specific regulations in all provinces in which GMF does business relating to insurance claims and probate
Understands and complies with regulatory requirements in all jurisdictions
Leverages strong negotiation, influence, and persuasion skills
Qualifications
Interruptions - Occasionally Verbal abuse- occasionally.
EducationPost-secondary education or progressive work experience preferred.
Work ExperienceMinimum 2-3 years work related experience in the auto insurance industry.
Proficiency in MS Office
Previous experience in a call centre environment.
Understanding knowledge of auto leasing insurance requirements and working knowledge of all provincial and federal legislation/regulations as it relates to auto leasing insurance claims and probate processes.
Working knowledge of probate process
EducationPost-secondary education or progressive work experience preferred.
Work ExperienceMinimum 2-3 years work related experience in the auto insurance industry.
Proficiency in MS Office
Previous experience in a call centre environment.
Understanding knowledge of auto leasing insurance requirements and working knowledge of all provincial and federal legislation/regulations as it relates to auto leasing insurance claims and probate processes.
Working knowledge of probate process