What are the responsibilities and job description for the Resolutions Specialist position at AutoTec?
Our Resolutions Specialists work with the Resolutions Team to manage and resolve internet fraud and buyer protection claims and/or arbitrations according to client policy. Manage new cases and move existing cases through mediation and dispute resolution process. Investigations should be thorough and timely.
Educate customers on buyer protection coverage/arbitration policies, limitations, and review process
Receive e-mail notification of claim, gather information from parties involved via phone and e-mail to support claim resolution
Document phone calls, supporting documents (e.g. repair information, OEMs, DMV and law enforcement agency) for each case
Serve as mediator for successful resolution of claim working between buyer and seller; Explain findings and determine outcome according to client policy
Perform all manner of research to support decision work effectively with state agencies and vendors; Keep claimant apprised of progress
Demonstrate a clear understanding of company policies and practices
Investigate/research issues ranging from vehicles to construction and business equipment
Communicate effectively and confidently with stakeholders (clients, buyers, sellers, agencies, attorneys)
Understand and apply client policies and exercise judgement
Required
Associate or bachelors degree preferred; experience may be considered in lieu of degree.
Financial acumen, basic math skills, claim calculations.
Ability to work independently and in a team-oriented, collaborative environment.
Excellent communication skills - oral and written as well as interpersonal.
Able to be self-motivated.
Able to prioritize, multitask, and handle shifting priorities.
Preferred
Exposure to claims, insurance, automotive, or other vehicle industry
Call center or customer service center experience
Previous experience with customer databases
Educate customers on buyer protection coverage/arbitration policies, limitations, and review process
Receive e-mail notification of claim, gather information from parties involved via phone and e-mail to support claim resolution
Document phone calls, supporting documents (e.g. repair information, OEMs, DMV and law enforcement agency) for each case
Serve as mediator for successful resolution of claim working between buyer and seller; Explain findings and determine outcome according to client policy
Perform all manner of research to support decision work effectively with state agencies and vendors; Keep claimant apprised of progress
Demonstrate a clear understanding of company policies and practices
Investigate/research issues ranging from vehicles to construction and business equipment
Communicate effectively and confidently with stakeholders (clients, buyers, sellers, agencies, attorneys)
Understand and apply client policies and exercise judgement
Required
Associate or bachelors degree preferred; experience may be considered in lieu of degree.
Financial acumen, basic math skills, claim calculations.
Ability to work independently and in a team-oriented, collaborative environment.
Excellent communication skills - oral and written as well as interpersonal.
Able to be self-motivated.
Able to prioritize, multitask, and handle shifting priorities.
Preferred
Exposure to claims, insurance, automotive, or other vehicle industry
Call center or customer service center experience
Previous experience with customer databases
