Excess Wear and Tear, Claims Adjuster
About The Position
Looking for a role where no two days look the same? Our Excess Wear and Tear (EWT) team is growing fast, and we're looking for adjusters who thrive on variety and want to grow with us. Today the team supports five programs with two more launching this year. If you like learning new products quickly, solving problems, and being the calm, capable voice on the other end of the line, this role gives you plenty of room to do that. The adjuster is the front line for agents, dealerships, and customers, handling claim adjudication, status updates, and issue resolution or escalation with strong customer service phone skills. This means communicating clearly and professionally on every call, keeping documentation accurate, applying contract terms and conditions correctly, making good use of available resources, and staying on top of schedule expectations — flagging any changes to management along the way.
Requirements
- High school diploma or equivalent combination of education and experience.
- Strong customer service phone skills, including the ability to communicate clearly, professionally, and patiently in high-volume call environments.
- Ability to manage assigned claims-related calls on schedule while meeting productivity, quality, and customer experience expectations.
- Comfortable using computers, Windows, and Microsoft Office to research information, document claims, and resolve issues efficiently.
- Strong attention to detail, including accurate documentation, grammar, spelling, basic math, and claim number tracking.
- Analytical problem-solving skills with the ability to interpret reports, apply contract terms, and use available resources to support accurate decisions.
- Sound judgment and professionalism when assisting customers, supporting teammates, and escalating complex or sensitive issues.
- Customer-first mindset with the patience, empathy, and follow-through needed to drive unresolved issues toward resolution.
- Adaptable and coachable, with the ability to apply feedback, learn new products, and adjust as processes or priorities change.
- Open availability.
Nice To Haves
- Two years of experience in a high-volume call center.
- Two years of experience in automotive insurance or warranty claims.
Responsibilities
- Manage assigned claims-related calls on schedule while meeting key performance metrics with a customer-centric approach.
- Use strong customer service phone skills to communicate professionally, patiently, and solution-focused with customers, dealers, and agents.
- Keep claim documentation accurate, organized, and easy to track by claim number.
- Follow Quality Assurance guidelines to ensure consistent, accurate file handling.
- Apply training and coaching feedback to improve performance on every call.
- Develop strong knowledge of clients, agents, contract terms, and conditions.
- Support teammates and assist customers when situations require additional help.
- Escalate complex or sensitive issues to the Team Lead, Supervisor, or Manager as appropriate.
- Report suspected fraud to the Supervisor immediately.
- Participate in training and continue building role-specific skills as responsibilities evolve.
- Take ownership of unresolved issues and drive them toward resolution.
- Complete other duties as assigned by the Claims Center Manager or Team Lead.
Benefits
- Medical, Dental, and Vision Insurance
- Flexible Spending Account
- Health Savings Account
- 401(k) Plan with Company Match
- Company-paid Short-Term and Long-Term Disability
- Company-paid Life Insurance
- Paid Holidays and Vacation
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement
- Ongoing Training & Personal Development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
