Claims Support Coordinator - St. Louis, MO

Enterprise Holdings•Olivette, MO

4d•$23 - $25•Remote

About The Position

The Claims Support Coordinator serves as the primary point of contact for Enterprise Fleet Management (EFM) groups and clients enrolled in EFM's Risk Management products. This position is responsible for the overall lifecycle of an auto damage claim from first notice of loss through resolution. The Claims Support Coordinator handles inbound communication from clients regarding initial claim reports, body shop referrals, rental reservation needs, and ongoing follow up in addition to outbound communication to groups and clients regarding repair and recovery efforts. The Risk Management Department offers a hands-on learning environment where you will receive the guidance, mentoring, and support.

Requirements

Must live in the Greater St. Louis Metropolitan area.
Minimum 4 years of experience in client communication, vehicle logistics, supply chain, or prior client sales/vendor support.
Minimum 2 years of demonstrated success in conducting difficult conversations, analyzing data to make recommendations and negotiating problem or conflict resolutions.
Must have applicable state adjustor's license or willing to obtain within (6) six months.
Must have the ability to meet all work from home technical requirements.
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
Must have reliable and consistent high-speed internet access provided by a terrestrial cable or fiber provider (no DSL or satellite)
High-speed Internet connection with a minimum validated upload speed of 5Mb and download speed of 25Mb is required. Connection latency must be less than 100ms. (Please validate using a speed test tool such as http://www.speedtest.net/)

Nice To Haves

Previous risk management, claims, or insurance industry experience preferred.

Responsibilities

Own the client experience throughout the claims lifecycle; serve as a knowledgeable insurance resource for assigned Risk Management clients and internal team members
Serve as claim handling primary point of contact and manage accounts as it relates to claims, for a portfolio of varied accounts and EFM groups, prioritizing, researching, and responding to questions as well as highly demanding client situations, via email and phone
Conduct an initial coverage assessment upon notice of loss by verifying the client's ancillary product, enrollment period, and any applicable driver exclusions to ensure correct program benefits; Collect all relevant claim details, including driver statements, date, time, location, injuries, and involved parties
Locate and assess vehicles for safety, drivability, damages, aftermarket equipment, and advanced technology to determine appropriate repair facility placement
Monitor and manage claim from initiation through resolution, coordinating repair, rental and recovery efforts; use discretion in communication to maintain confidentiality and follow EFM/client protocols.
Coordinate transportation, storage, and repair processes with vendors and internal teams and negotiate to reduce costs related to towing, storage, glass replacement, and graphics. Monitor repair cycles and proactively coordinate efforts to minimize driver downtime
Leverage analysis, negotiation, and conflict resolution to address escalated issues, including vendor selection, at-fault disputes, repair delays, rental overages, coverage eligibility, billing, subrogation collection, and other auto claim conflicts
Provide EFM-wide support related to vendor selection, vehicle movement to repair facilities, repair delays, parts availability, and other conflicts related to accident and comprehensive claims
Partner with EFM Client Strategy Managers to recommend claim handling strategies and support external client meetings with relevant documentation
Foster and maintain relationships with clients, EFM Groups, and vendors through timely touch calls, providing updates and leveraging account knowledge to proactively address business needs and communicate financial and regulatory exposure or risk
Proactively identify opportunities for efficiencies with claims handling, client applications (website, mobile app), and internal applications; Communicate proposed solutions as necessary with department leadership
Lead onboarding for new Risk Management clients through conference calls with key decision-makers, establishing a Client Profile in the claims database with protocols, special instructions, and equipment details. Regularly review and update the profile, as needed
Adhere to company policies, procedures, guidelines and state and federal laws when analyzing claims; ensure confidentiality of records, claim file, and correspondence