Vehicle Service Contract Specialist

Fortegra•Jacksonville, FL

4d•Onsite

About The Position

The Vehicle Service Contract Specialist will handle incoming claim calls and determine coverage in accordance with contract terms. They will review repair shop diagnoses and estimates to evaluate coverage and determine if inspections are necessary. Additionally, they will provide exceptional customer service throughout the claims process.

Requirements

High School Diploma or Equivalency required.
2 plus years of experience repairing as vehicle technician and /or service department.
Mechanical aptitude
Ability to multi-task
Contract interpretation
Negotiation skills
Excellent customer service
Strong verbal and written communication skills
Attention to detail
Critical thinking and problem-solving
Time management
Proficient in MS Office (Word, Excel, Outlook)
Team player

Nice To Haves

Industry certification a plus. (Factory training and ASE’s certification)

Responsibilities

Investigates, evaluates, and negotiates service contract claims in accordance with contractual obligations.
Authorizes settlements within established authority limits and refers cases exceeding personal limits to a supervisor with recommendations.
Provides professional and courteous service to both dealership personnel and agreement holders throughout the claims process.
Takes ownership in identifying and communicating recurring issues, claim trends, and potential concerns to leadership to support continuous improvement and informed decision-making.
Participate in any projects, reports, documentation, tasks, or objectives assigned.
Communicate claim decisions—approval or denial—clearly to customers, along with next steps.
For covered repairs, obtain and review estimates to facilitate timely payment authorization.
Verify accuracy of labor times and parts pricing within repair estimates.
Negotiate scope of work and pricing with repair facilities when needed.
Meet service level agreements (SLAs) for call handling and claim resolution.