Third Party Claims Specialist

Job Summary

The Third-Party Claims Specialist provides administrative and operational support throughout the third-party claims process. Working closely with Senior Claims Representatives, this position assists with claim setup, documentation, vehicle repairs, rentals, payments, follow-up activities, and communication with clients, claimants, vendors, repair facilities, and internal teams.

The Third-Party Claims Specialist is responsible for maintaining accurate claim information, completing assigned activities within established timelines, and providing professional customer service while supporting the efficient resolution of claims.

Essential Duties and Responsibilities

The essential duties and responsibilities include, but are not limited to, the following:

• Review and send First Notice of Loss (FNOL) notifications according to client requirements.
• Provide administrative support throughout the claims process, including creating, gathering, mailing, and uploading documentation.
• Coordinate towing services and monitor shared departmental inboxes.
• Contact claimants, clients, vendors, repair facilities, and other parties to obtain information and documentation needed to process claims.
• Assist with managing third-party claims from initial setup through resolution.
• Monitor vehicle repairs and follow up with repair facilities to identify and address potential delays.
• Coordinate rental vehicle arrangements, including verifying client parameters, initiating rentals, communicating rental terms, and processing authorized extensions.
• Review supplemental repair requests and process approvals within established guidelines and authority.
• Monitor open claims, repairs, rentals, and outstanding items to support timely claim resolution and cost-control efforts.
• Maintain accurate and timely documentation of claim activity, correspondence, decisions, and follow-up within the claims management system.
• Process payments for vehicle repairs, total-loss settlements, and other applicable claim expenses accurately and within established timelines.
• Maintain consistent follow-up on open claims, emails, outstanding documentation, and assigned action items.
• Respond to claim-related questions from clients, claimants, vendors, repair facilities, and internal departments.
• Communicate professionally and respectfully with individuals throughout the claims process, including when handling difficult or sensitive situations.
• Ensure assigned claim-handling activities comply with applicable company procedures, client requirements, and federal and state regulations.
• Manage a high volume of claims while meeting established productivity, quality, cycle-time, and customer-service expectations.
• Review assigned claims to ensure required documentation and activities are completed before closure.
• Apply coaching and performance feedback to support continued development and performance improvement.
• Assist with training and mentoring team members as assigned.
• Collaborate with peers and leadership to support departmental goals and process improvements.
• Perform other duties and special projects as assigned.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Employees may be required to perform duties outside their normal responsibilities as business needs dictate.

Qualifications

Required Qualifications

• High school diploma or GED.
• Previous administrative, clerical, customer service, or related professional experience.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced, high-volume environment.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities, deadlines, and follow-up responsibilities.
• Demonstrated professionalism, dependability, and willingness to learn.

Preferred Qualifications

• Previous experience in claims, insurance, automotive services, fleet management, vehicle remarketing, or a related field.
• Experience working with claims management systems or similar business software.
• Experience coordinating vehicle repairs, rentals, payments, or other claim-related activities.
• Familiarity with automotive terminology and repair processes.

Knowledge, Skills & Abilities

• Strong customer service and interpersonal communication skills.
• Excellent verbal and written communication abilities.
• Strong active listening and questioning skills.
• Ability to communicate professionally with clients, claimants, vendors, repair facilities, and internal teams.
• Strong organizational and time-management skills.
• Ability to prioritize and manage a high volume of work while meeting established deadlines.
• Strong attention to detail and commitment to accurate claim documentation.
• Strong problem-solving and critical-thinking abilities.
• Ability to identify outstanding items or potential delays and take appropriate follow-up action.
• Ability to maintain clear, accurate, and professional records.
• Proficiency with Microsoft Office and general computer applications.
• Ability to learn and effectively utilize claims management systems and other business technology.
• Ability to work independently while collaborating effectively with peers and leadership.
• Ability to accept coaching and apply feedback to improve performance.
• Demonstrated initiative, professionalism, dependability, and accountability.

Physical Demands & Work Environment

• Work is performed primarily in a professional office or approved remote work environment.
• Requires prolonged sitting, typing, telephone use, and computer work.
• Requires close visual attention when reviewing claims documentation, correspondence, reports, and computer screens.
• Must be able to communicate effectively in person, by telephone, and through electronic communication.
• Regular use of wrists, hands, and fingers is required for computer and office-related tasks.
• Occasionally lift or move up to 10 pounds.

Work Schedule

Monday through Friday, 8:00 a.m. – 5:00 p.m.

Training is completed in office. Following successful completion of the first 90 days of training, employees may be eligible for a hybrid work schedule based on departmental needs, business requirements, and performance expectations.