Good Hands Repair Network - Repair Consultant - Remote (EST/CST)

Allstate•USA - GA (Remote), GA

3d•$56,000 - $92,000•Remote

About The Position

The GHRN Repair Consultant guides repair process management for the Good Hands Repair Network (GHRN) and manages moderately complex repair issues within the GHRN. This individual monitors assigned work, documents claim files, and responds to shop, customer, and internal inquiries. Designated individuals may also analyze network performance and capacity to optimize the GHRN footprint. Candidates in Eastern and Central Time Zones are preferred. You’ll wear a few hats to fill a few roles throughout your day that all require a level of experience. The Customer Service Expert– you’ll live into Allstate’s Claims Culture by caring, empowering, and restoring, and you will accomplish that by being compassionate, clear, and a committed partner in each Casualty claim. You lead with empathy, always. The Investigator– you’ll confidently and independently investigate casualty (and applicable LOB (line of business)) claims by performing detailed reviews of damage and interpreting policies to determine coverage. The Effective Communicator– you’ll use phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process. You’ll also incorporate a specific approach to claim handling to offer the customer their preference of communication to efficiently discuss their claim needs and keep them updated on the claim progress. The Negotiator– you will evaluate and negotiate claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies. With negotiations, you will incorporate tactics in handling challenging and complex situations. The Problem Solver– you’ll utilize multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using your sharp critical thinking skills. The Recorder– you’ll protect the company financially by executing policies along policy agreements, and you keep a clear record of your work in a claims system that you will be trained on. You’ll accomplish this by ensuring timely and accurate documentation is completed as you work on each claim.

Requirements

Auto technical repair knowledge in a collision repair setting, including an understanding of repair methodology, repair processes, and the ability to discern related and unrelated damages.
Prior experience using an auto estimating program such as: CCC One.
Strong auto damage analysis background (12 months preferred).
Familiarity with insurance policies, coverage, and repair processes.
Must reside in the United States.
A dedicated workspace in your home that is private and free from distractions.
Minimum internet bandwidth of 50 MB down / 5 MB up.
An appropriate work surface and seating for a professional home office setup.
Ability to obtain an adjuster and/or an appraiser license within 60 days of hire, if required.

Nice To Haves

Prior experience writing estimates for an insurance preferred shop or as an auto damage adjuster is preferred.

Responsibilities

Guides repair process management for the Good Hands Repair Network (GHRN) and manages moderately complex repair issues within the GHRN.
Monitors assigned work, documents claim files, and responds to shop, customer, and internal inquiries.
Analyzes network performance and capacity to optimize the GHRN footprint.
Investigates casualty (and applicable LOB (line of business)) claims by performing detailed reviews of damage and interpreting policies to determine coverage.
Uses phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process.
Evaluates and negotiates claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies.
Utilizes multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using your sharp critical thinking skills.
Protects the company financially by executing policies along policy agreements, and keeps a clear record of your work in a claims system that you will be trained on.
Serves as primary liaison between the GRHN shops, customers, and adjusters, negotiating appropriate actions to resolve customer issues and/or repair needs.
Assists with shop questions and helps determine appropriate actions to resolve moderately complex coverage and repair quality issues.
Processes claim payments.
Reviews, analyzes, and determines actions needed to resolve moderately complex agent and vendor inquiries relating to claims.
Summarizes documents and enters into claim system notes.
Documents a claim file with notes, evaluations, and decision-making process.
Generates and analyzes system reports to identify trends or issues and provides quality control recommendations, information, and observations to management.
Researches, recommends, and explains alternative parts in a basic and occasionally moderately complex claim.