Sr Operational Claims Analyst - GM Protection

GM Financial•Fort Worth, TX

10d•Hybrid

About The Position

The Protection Products team at GM Financial is looking for an experienced Operational Claims Analyst to join our growing team. Our team is responsible for bringing the branded General Motors F&I products to market. The Sr Operational Claims Analyst will help drive sustainable Protection Products business growth by creating policy adherence and building a team that can provide technical claim support on the vehicle service contracts and other protection products (GAP, Tire & Wheel, etc.) with our third-party administrator and dealers. Additionally, this person will aid in the operational design and implementation of automated claims processing.

Requirements

Recent claims adjudication, review, and/or process ownership experience
Strong mechanical knowledge and experience within the automotive service industry
Experience as an automotive mechanical breakdown claims adjuster
Advanced knowledge of standard policies, procedures, and best practices related to warranty or service contract related operations
Understanding of warranty and service contracts in captive automotive dealership financing
Excellent oral and written communication, interpersonal, persuasive communication and presentation skills
Display commitment to continuous improvement of business, customer, and team member environments
Ability to make sound business and management decisions to achieve company objectives
Proven ability to lead, collaborate, and partner with others
Strong relationship building and change management skills
Ability to prioritize while managing multiple tasks and responsibilities simultaneously
Must be proficient in computer software such as Excel, Word, PowerPoint, Salesforce, and SharePoint
Advanced knowledge of a variety of claims management system platforms
Effective planning, time management, negotiation, and delegation skills
Knowledge of dealership operations and Finance & Insurance Risk management or claims administration experience
Awareness of manufacturer technical bulletins, campaigns, and recall data
High School Diploma or equivalent plus five years experience required
Auto warranty or protection product claim and adjudication experience required

Nice To Haves

Understanding of insurance underwriting and regulations preferred
Manufacturer and/or ASE certifications

Responsibilities

Provide claims oversight of third-party administrator (TPA) by monitoring performance and compliance with contractual obligations
Development of systematic claim decisioning rules for service contract administration and adjudication processes based the terms and conditions of the service contracts
Gather and compile relevant claim data from TPA to perform both general and directed audit functions
Analysis of TPA claim adjudication data to determine whether appropriate action was taken to arrive at claim resolution
Identify TPA trends, behaviors, and process gaps by utilizing data and present findings to leadership
Interface with customers, agents, dealers, and other relevant parties to complete all investigations of claims
Assist with the design and administration of claims escalation process
Process claims escalations with internal customers and the TPA
Responsible for the investigation, evaluation, negotiation, settlement, and subrogation processes
Provide coverage and procedure inquiry support for Dealerships, GM Protection Sales, and departments within GM Financial