Auto Physical Damage Examiner (Hybrid)

The Auto Physical Damage Examiners manage the auto claim process, including customer experience, coverage verification, investigation, evaluation, and disposition of the claim in compliance with applicable insurance regulations and NYCM’s best practices. They assess customer needs and develop solutions to meet and/or exceed the customer’s expectations throughout the claim process.

Duties & Responsibilities:

• Manage claims involving all types of auto physical damage, including total loss, repairable, glass, towing/roadside assistance, and rental.
• Manage cycle times and experience through thorough file review and timely disposition.
• Establish scope of coverage, determine loss exposure, and set appropriate reserves.
• Conduct thorough file investigations, gathering all necessary information needed to bring the claim to a resolution.
• Issue settlement payments within the scope of coverage and authority.
• Evaluate and establish liability against the NYCM policyholder in accordance with state negligence laws.
• Negotiate with customers on partial settlements.
• Identify opportunities for subrogation and refer files for recovery.
• Evaluate double insured files for negligence and transfer financial responsibility to the appropriate policyholder.
• Evaluate, negotiate, and settle incoming subrogation claims.
• Identify fraud indicators, submit appropriate SIU referrals, and direct any necessary investigation.
• Work with assigned vendors to ensure they are meeting our expectations on each claim.
• Testify in court hearings on behalf of NYCM and our customers.
• Serve as a panelist with Arbitration Forums, hearing cases and rendering decisions on intercompany disputes for other carriers.
• Effectively communicate and establish connections with the customers during the claim process.
• Professional handling of incoming and outgoing customer phone calls.
• Professional written communications such as emails, texts, requests for information or coverage letters.
• Guide customers through the claim process, ensuring that they are informed at all stages.
• Manage customer concerns/complaints, developing solutions to remedy the experience and meet the customer’s needs.
• Other duties as assigned.

Requirements:

• High School Diploma
• 1 year of customer facing experience (work or volunteer)

Qualifications/Skills:

• Knowledge of basic insurance principals.
• Good personal computer skills including electronic mail and record keeping.
• Customer service orientation.
• Good written and verbal communication skills.
• Ability to multi-task, prioritize and manage time effectively.
• Strong negotiation skills.
• Critical thinking, problem solving and decision-making skills.
• Ability to work within a team or independently with minimal direct supervision.
• Willingness to continue professional development.
• Positive and professional attitude with ability to influence and support change.

Payband 3 / 40 hours per week

Salary: $43,000 to $66,000

Accepting applications through: 3/24/25