Field Claims Manager

The Field Claims Manager key responsibilities are to assist in escalated claim cases and evaluate anomalous claim and mitigation activity. The FCM communicate daily with our claims team, field representations, dealers, and our internal management team. They support the operation of dealership back-office functions related to new relationship/product launches, training, claims, contracts, and general inquiries. Support functions will be handled primarily through virtual solutions and may require the FCM to travel 50% of the time to dealerships for new account kick-offs and advanced claims activities.   

Responsibilities:

• Analyze large sets of data to identify anomalous trends and determine mitigation recommendations & strategies 
• Use knowledge of Fixed Operations service and/or warranty trends and practices to identify and escalate issues that arise around claim adjudication in the service department 
• Ensure communication to key stakeholders is occurring on a regular cadence and make recommendations as appropriate 
• Work with Claims Analysts, Field Sales Representatives, contract holders and dealership/repair facility personnel to handle claims escalations to a satisfactory conclusion 
• Support Mechanical Claims deployment, training and follow through of key objectives and projects
• Identify when opportunities should be turned over to Fixed Ops Consulting dept.
• Consult and train dealership back office and service drive personnel on Dealer Source and self-service features and complete Dealer Source administration needs 
• Assist Mechanical Claims Department as necessary with key functions such as special claims handling requests, goodwill requests and claims payment reconciliation process
• Ensure dealership understanding of the claim’s authorization process 
• Address issues related to contracts that need to be re-booked due to errors 
• Work with dealership on claims data inquiries and Experience Report Analysis 
• Perform DealerSource and Online Claims Submission training 
• Assist with dealership Kick-Off activities 
• Manage Labor Rate change process and ensure required documentation has been submitted   

Qualifications:

• At least 3 years of experience in dealership Fixed Operations, Warranty Administration, Mechanical Claims Call Center or at least 3 years Fixed Ops background
• Strong verbal and written communication skills with the ability to influence without authority 
• Ability to work collaboratively across levels within the organization with a proven track record of influencing all levels of internal clients/customer needs 
• Must possess strong data analytical, critical thinking skills and effective presentation skills 
• Proven ability to multitask and manage multiple projects while driving results 
• Understanding of JM&A Products and Services 
• Proven conflict management skills 
• Proficient in Excel and Microsoft suite of products 
• Ability to travel up to 50% 
• Bachelor’s degree is a plus
• ASE Certifications are a plus

The pay range for this position is 71,291-148,067. Actual base pay will be determined by factors including candidate experience and qualifications, education and work location. At JM Family, we offer an extremely competitive benefits package tailored to your needs and those of your family. Beyond base pay, this position is eligible for an annual discretionary bonus as well as participation in our robust retirement plans including 401k, profit sharing and pension. Yes, you read that right, a pension plan! We offer medical, dental and vision insurance, as well as flexible spending accounts. We also provide access to emergency backup care and family support services, supplemental life insurance, a lifestyle spending account, parental leave and paid time off. During your interview process, our talent team can fill you in on the details of our benefits and career development opportunities.

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