AMD Total Loss Claims Representative

General Summary

The AMD Total Loss Claims Representative oversees auto claims for vehicles determined to be uneconomical to repair, handling both personal and commercial lines policies for private passenger, commercial, and specialty vehicles.

Essential Functions

• Complies with company procedures and the applicable State Fair Claims Practices Acts.

• Adjusts claims via telephone:

• types up notes and letters,

• documents claim activities.

• Establishes reserves and processes loss and expense payments in accordance with departmental policies and procedures.

• Conducts, reviews, and analyzes CCC valuation reports and salvage bids.

• Confirms total loss status using cost-benefit analysis and repair feasibility.

• Prepares settlement offers and communicates with insureds, claimants, and lienholders. Coordinates with salvage vendors (e.g., Copart) for vehicle pickup and disposal.

• Ensures accurate documentation and timely processing of salvage titles.

• Uploads required documents to CCC Portal and internal systems.

• Delivers excellent customer service during frequent high claim periods and efficiently handles high volumes of calls, emails, and texts from customers.

• Supports training initiatives and shares best practices within the team.

• Reviews and evaluates estimates and photos while determining use of appropriate vendors and inspections.

• Assists other members of the AMD Claims Unit.

• Works in a team environment to:

• promote and support the unit, department and organizational goals,

• communicate effectively,

• establish positive relationships with team members,

• work with colleagues effectively and professionally.

• Assists with CAT events as needed.

• Keeps apprised of industry standards, trends and laws by being active with continuing education.

• Performs other duties as assigned.

Working Conditions

• Normal office working conditions.
• Sitting for extended periods of time.
• Extended computer usage with potential eye strain and fatigue.
• Handling numerous phone and points of contact from customers daily.
• Stress associated with high claim volume, upset customers, making difficult decisions and meeting deadlines.
• May be required to travel for investigations, court appearances, and/or agency visits.

QUALIFICATIONS

Skills and Abilities

• Obtain Adjuster licenses that are required for claim handling in states where the company writes business or has reported claims.
• Must be proficient with operating a computer.
• Exceptional customer service skills.
• Experience working in a customer service environment where conflict resolution, time management, workload prioritization and follow-up are key priorities.
• Strong organizational and detail-oriented skills.
• Ability to focus and manage frequent interruptions while dealing with various tasks.
• Ability to develop and maintain customer relationships.
• Strong verbal and written communication skills.
• Ability to manage conflict resolution.
• Strong analytical and critical thinking skills.
• Consistently rated as a strong performer with claims handling.
• Demonstrates solid ability to handle non-complex AMD Unit Claims with limited supervision.
• Possesses strong communication, customer service, decision-making, and critical thinking skills.
• Demonstrates a high-level of organizational reasoning, listening, and investigative skills.
• Basic understanding of vehicle parts and reading body shop estimates.
• Meeting majority of goals with no current performance issues.
• Ability to proficiently handle all claims (with the exception of fire/theft, total loss, and/or commercial claims) without restrictions (for at least 4 weeks).
• Pending Claims are stable and at a reasonable level compared to standards.
• Must be a team player; including assisting teammates when needed.
• Proficient in operating a PC.
• Strong interpersonal skills for dealing with other associates, agents, insureds, various federal or state agencies and numerous other outside contacts.

Education Requirements

• High School Graduate/GED.
• College degree preferred or equivalent work experience.

SUPERVISION

Supervision Received

• Limited supervision.
• Self-reliant with limited oversight.
• Unusual problems are referred frequently to the Claims Unit Manager with suggestions for correction.

Supervision

Exercised

• None

APPROVALS

ASSOCIATE

DATE

SUPERVISOR/

MANAGER

DATE

The above is intended to describe the general content and requirements for this position. It is not to be construed as an exhaustive list of duties, responsibilities, and/or requirements.