Claims Account Coordinator - Ford

This is a hybrid-remote position. 

Position Summary

 This position is responsible for managing damage claims for finished vehicles and parts for an automotive manufacturer and reports to the Sr. Claims Manager. This position is part of an operation which includes various types of services relating to damage claims, warranty claims, and major damage vehicles. This position is expected to provide a high standard of customer service and encompass all aspects of the claim dispute process. A critical aspect of this role involves strategic management of carrier relationships, the meticulous process of claim declination, and expert dispute resolution to ensure financial integrity, maintain strong partnerships, and mitigate risks.
 

Position Responsibilities:

• Evaluate claims thoroughly for potential declination based on established criteria and policy terms, ensuring accurate and justifiable decisions.
• Communicate claim declinations clearly, professionally, and persuasively to all relevant parties, providing detailed justifications and managing any subsequent appeals processes.
• Develop and nurture strong, collaborative relationships with transportation partners (carriers) to optimize claim declination efficiency and foster mutual understanding.
• Act as a primary point of contact for carrier inquiries, concerns, and escalations related to claim declinations, ensuring timely and effective resolution.
• Conduct regular account reviews with carriers regarding claim declination processes, compliance with service level agreements, and overall partnership effectiveness.
• Lead negotiations and mediate complex disputes arising from claim declinations with dealers, manufacturers, and transportation partners to achieve mutually agreeable and equitable resolutions.
• Implement proactive strategies to minimize potential disputes related to declinations and enhance overall claim declination process efficiency.
• Monitor and meet claim aging metric targets as they relate to claim declinations per manufacturer guidelines.
• Train transportation partners and manufacturer personnel on VASCOR Claim Management System (VCMS) and Major Damage Tracking System (DVO) functionalities pertinent to claim declinations.
• Use manufacturer systems where needed for internal processes related to claim declinations.
• Monitor declination patterns and provide feedback to Ford adjudication team to lower claim touches.
• Provide ad-hoc and predefined reports for internal and external customers concerning claim declination trends and outcomes.
• Assist in training employees with claim declination processes.

Essential Skills and Experience:

Education:

• High School Diploma required; Bachelor’s Degree or comparable industry experience preferred.

Training:

• Understanding of the automotive supply chain, transportation and warranty claims process as it relates to the manufacturer, with a focus on areas impacting resolving carrier declination/dispute.

Skills:

• Proficiency with Windows-based Word, Excel, SharePoint, Teams and Outlook.
• Ability to thoroughly investigate, analyze and make decisions based on evidence, specifically for claim declination.
• Good communication skills both written and oral.
• Exceptional negotiation and conflict resolution skills, with a proven ability to manage difficult conversations and secure favorable outcomes in disputes arising from claim declinations.
• Ability to maintain composure and a professional corporate demeanor in high-pressure negotiation and dispute resolution scenarios.
• Demonstrated ability to build and maintain strong professional relationships with external partners and manage carrier accounts effectively in the context of claim management.
• Adept at articulating complex decisions, particularly claim declinations, with clarity and conviction.
• Ability to prioritize multiple tasks.
• Ability to work in a team environment

Experience:

• Automotive claims experience is a must, with an understanding of the process involved in managing and declining damage claims.
• 5+ years experience in claims handling.
• Rail road or Car Hauler experience preferred.
• Proven experience in claim declination processes, including justification and communication to external parties.
• Demonstrated experience in managing carrier relationships, vendor accounts, or similar external partnerships, specifically regarding claims.
• Track record of successfully resolving complex disputes within a claims, logistics, or related environment, with an emphasis on declination-related conflicts.                                                                                                             

Nonessential Skills and Experience:

• Attention to detail
• Initiative and self-motivation
• Commitment to task
• Good organizational skills

Reporting to this position: Employees working on external customer account for claims analysis, DVO process, dealer hotline, data analysis, and accounting.