Loss Mitigation Level 1 Insurance Specialist

Job Description

Notice About This Position This position may not have an immediate opening but we are always accepting applications for future growth opportunities.

Are you ready to begin a career that rewards outstanding performance? That will take you as far as your drive and ambition wants to go? Do you want to work for an award-winning business that values high employee satisfaction? Then don’t look any further, because you’ve found just that with Gateway Financial Services.

Who are we?

Gateway Financial Solutions is a Michigan-based sub-prime lender and part of the Garber Automotive Group, which has been family-owned and operated since 1907. We have financed consumer auto loans since 1996 and specialize in auto loans for individuals with limited or challenged credit history. In 2011, we brought our product to the open market, allowing us to partner with exceptional dealerships that share our values. Currently, we have operations in 21 states and are continuing to expand with additional dealer partners, allowing us to provide more customers with greater financing options.

We strive to create a dynamic work environment, where people enjoy coming to work and building their careers. We recognize that the only unique asset a business has is its people, as only the best people make exceptional customer service happen.

Job Description

Team Purpose Statement: The Loss Mitigation team at Gateway Financial Solutions (GFS) aims to mitigate company losses through our commitment to excellence. We adhere to GFS policies and procedures, deliver excellent customer service, and contribute to the company’s primary goals, by fostering a culture of support. Our commitment to excellence drives us to be the BEST FINANCE COMPANY IN EVERY MARKET THAT WE SERVE.

Position Description: As an Insurance specialist, you will handle insurance claims associated with vehicles financed through GFS. This includes both primary insurance and Guaranteed Asset Protection (GAP) insurance claims. You will ensure each claim is properly opened, verified, and followed up on, to secure a fair settlement in a timely manner. Collaborating closely with GFS’s insurance partner, Allied, and various GAP companies, you will confirm the claim process is completed efficiently, while maximizing the customer’s insurance benefits. Verify that monies received from insurance companies are correct and posted accurately to customer’s accounts. Finalize and send the release of liens to insurance companies when appropriate. Completion of the GAP calculator to validate the total amount owed by the customer, after proceeds are applied. Confirm the amount that is to be written off due to GAP policy requirements, and make any account adjustments or write-offs that are applicable. Finalize the Deficiency Balance Notice to inform customers how the Primary/GAP proceeds were applied. Additionally, ensure all primary & GAP claim procedures are fully documented, reviewed, and completed.

Level 1 Responsibilities

Provide World Class Customer Service:

• Be solution oriented and helpful to GFS representatives, dealer partners, insurance providers, vendors, and customers
• Maintain politeness and professionalism at all times
• Assist customers in obtaining any missing documentation to advance their claim, using voice, text, and email in LiveVox
• Achieve compliance and quality call review scores of 90% or better
  
  

Monitor GFS Primary/GAP Insurance Outlook Inbox

• Regularly monitor incoming emails to shared inboxes
• Maintain organization within shared inboxes
• Address all emails within 48 hours
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
  
  

Monitor GFS Insurance Calls, Text Messages, and Emails

• Answer incoming calls professionally and promptly
• Reply to all text messages and emails in LiveVox, ensuring all messages have been resolved by end of day
• Respond to all voicemails within 24 hours
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
  
  

Review for Vehicle Protection Product (VPP) Coverage

• Review customer’s account and Retail Installment Contract (RIC) to verify GAP claim coverage
• If the customer has a Vehicle Service Contract, Tire and Wheel, and/or Maintenance coverage, send to VPP Specialist for cancellation
• If the customer has GAP coverage, send to the GAP Specialist to process the claim
  
  

Filing Primary Insurance/GAP Claims

Primary Insurance:

• Run daily list of new claims
• Initiate contact with primary insurance companies to start claims, and verify all required documents are provided by the insurance company
• Upload documentation into Allied CenterPoint (valuation, settlement breakdown, detailed cause of loss letter)
• Follow up with customers to obtain any missing documentation to advance the claim
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
  
  

GAP Insurance:

• Run daily list of new claims
• Gather all necessary documents to file the GAP insurance claim (estimate, police report, settlement breakdown, valuation, primary insurance cancelation or insurance denial letter, and any other necessary documentation required by GAP company)
• Initiate contact with GAP company to start claim via phone, email, or online portal
• Follow up with customer and/or primary insurance company to obtain missing documentation
• Generate payment history to send with GAP documents
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
  
  

Follow Up on Open Insurance/GAP Claims

• Run daily follow-up report
• Follow up with Allied, customers, insurance companies, GAP companies and other third parties and representatives to ensure claims progress (via phone, email, text, and mail)
• Review all claim documents to confirm GFS receives the maximum insurance benefit
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
  
  

Repo Plus Claims

• Responsible for sorting and filtering list from Allied
• Updating information in the insurance tab with Repo Plus claims, open dates, and closed dates
  
  

Other Responsibilities

• Assist with other duties and projects as business needs arise
  
  

Requirements

• A high school diploma or equivalent
• Excellent interpersonal skills including: active listening, empathy, inquisitiveness, and patience
• Strong written and verbal communication skills, with a willingness to learn
• Ability to work independently, and as part of a team
• Strong relationship-building skills
• Solution-oriented mindset
• Proficiency of Microsoft Office (Word and Excel)
• Well organized, detail oriented, and adaptive to change
• Ability to multi-task and maintain attention to detail
• Proficiency in computer & typing skills
• Strong phone skills
• Basic math skills
• Open to giving and receiving constructive feedback
  
  

If this sounds like an opportunity for you, click Apply now to fill out our user-friendly online job application!