At American Family Insurance Claims Services, we believe people are an organization's most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we're committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers' dreams in ways never imagined.

American Family Insurance Claims Services is driven by our customers and employees. That's why we provide more than just a job - we provide opportunity. Whether you're already part of our team in search of a new challenge or new to our company and ready for what's next, you're in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.

Compensation may vary based on the job level and your geographic work location.

Primary Accountabilities

Vendor Management (35%)

• Manages DRP facility relationships and actively monitors performance.
• Serves as the single point of contact to DRP shops for all aspects of the process.
• Coaches DRP shops on overall performance and customer service.
• Provides DRP shops with performance metrics and actively participates in collecting shop profiles and re-tiering conversations.
• Assists manager with the DRP footprint and maintains the integrity of the program in accordance with Company policies and practices.

Desk Reinspections (15%)

• Virtually handle moderately complex to complex disputed claims that repair through participating DRP repair facilities,
• Works to resolve low to mid-level disputed claims and investigates cause and origin of claims by contacting the appropriate parties. Identifies fraud and seeks assistance as needed.
• Acts as a liaison with the body shops and works closely to agree on estimates and repair amounts.
• Reinspects vehicles and adjusts estimates as needed to ensure proper and competitive auto repairs. Resolves any issues on repairs and gains agreement with DRP shop and the customer.
• Recognizes when to secure public documents to complete a claim file investigation. Secures, preserves and maintains evidence in a legal manner.
• Estimates or establishes salvage values. Understands and recognizes the difference between total loss and repairable vehicles. Considers factors such as hidden damage, open items, vehicle rental, and salvage value.

Estimating Loss and Damages (15%)

• Takes and/or acquires appropriate photographs to properly document the claim file.
• Writes and reviews estimates of damage. Learns to handle more complex losses. Applies all current recommended vehicle repair and replacement procedures. Is aware of safety related repair issues and advanced vehicle systems.
• Demonstrates knowledge to answer most physical damage questions. Develops the ability to research more complex issues.
• Interprets Auto polices including applicable endorsement to ensure proper coverage is applied.

Negotiation, Settlement (15%)

• Handles claim negotiations by settling claims and providing the best customer experience in the industry.
• Recognizes, controls and resolves disputes with tact and diplomacy. Notifies or directly involves the agent in the dispute resolution when necessary. Utilizes arbitration, appraisal and alternate dispute resolution as needed. Recognizes when assistance is needed and obtains it.
• Provides a clear explanation of the estimate to the customer when applicable.,
• Explains correct repair methods and identifies the industry approved equipment needed to complete the repairs.
• Negotiates repair prices and techniques with repair facilities and customers. This includes the use of aftermarket parts, salvage parts, repair versus replacement, and betterment.

Agency Relationship (15%)

• Establishes rapport with independent sales agents and builds on-going relationships by including agents in the claim handling process as appropriate.
• Partners with agency to provide seamless customer service.
• Facilitates communication between customers, agents, and employees. Proactively provides agents with important claim related information; provides all parties with claim process and status as appropriate; answers questions or redirects to other areas.
• Explains and discusses any circumstances that may affect customer service with agency or claim personnel. Includes agents in problem resolution as appropriate.
• Provides agents with claim handling information via phone conversations and written correspondence.

Policy Determination & Analysis (5%)

• Interprets and determines state-specific differences in policies and contract coverages and applies to all parties for assigned losses. Interprets claim history coverages.
• Identifies state-specific legislation and legal precedent based on prior legal cases for assigned geographical area. Seeks assistance as needed.
• Utilizes company Claim Bulletins, manuals and best practices. Demonstrates knowledge of underwriting guidelines, identifies risks and makes recommendations to the Underwriting Department as needed.
• Applies decision making process to available data to determine extent of coverage or non-coverage and communicates results to appropriate parties. Seeks input from senior adjuster and manager when needed.

Physical Demands

• This position requires the ability to climb or balance between 1 and 33% of the time (applies to field position only).
• This position requires the ability to work with distance vision (clear vision at 20 feet or more) for extended periods of time (applies to field position only).
• This position requires the ability to stoop, kneel, crouch or crawl between 1 and 33% of the time (applies to field position only).
• This position requires the ability to lift up to 50 pounds between 1 and 33% of the time.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Demonstrated experience handling 1st and 3rd party, multi-line claims.
• Demonstrated experience handling simple to moderately complex.
• Extensive knowledge and understanding of policies and endorsements.
• Extensive knowledge of each phase of the claim handling process.

Education & Licenses

• Valid driver's license required plus an acceptable driving record.
• Obtain state specific property casualty claims licensing as required.

Travel Requirements

• This position requires travel up to 10% of the time.
• Must be willing to travel for Catastrophe duty if necessary.

Working Conditions

• This position requires the ability to work in high, precarious places between 1 and 33% of the time.
• This position requires the ability to work with exposure to outside weather conditions between 66 and 100% of the time (applies to field position only).

Preferred Candidate would have:

• Minimum of two years auto appraisal experience.
• Previous experience using at least one of the three major estimating platforms- CCC, Mitchell, Audatex
• Strong negotiation skills
• Knowledge of automobile terminology and parts
• Understanding of the Auto Claims Process
• Ability to manage daily workload
• Understanding of vehicle Total Loss Process and Settlement
• Strong presentation skills
• Ability to interpret data and formulate actionable strategies
• Microsoft Excel and PowerPoint knowledge a plus
• Bodyshop experience with some insurance background is helpful
• Candidates with strong communication skills and leadership abilities are preferred
• Candidates who are problem solvers and have exceptional customer service skills are preferred

When you work at American Family Insurance Claims Services you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contigent workers are not eligable for American Family Enterprise benefits.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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