Job Abstract

SUMMARY

Provides direct, day-to-day supervision of a team of Retailer Claims Specialists, including prioritizing workload, performance review and coaching, and career development. Conducts quality checks through phone observations and claim reviews. Works together with Retailer Claims management on department operations and solutions. Serves as liaison to Subaru of America (SOA) internal and field staff to understand how Retailer Claims can effectively work with and assist other groups as well as establish a positive retailer and claims experience.

PRIMARY RESPONSIBILITIES

• Provides day-to-day, direct management of at least four (4) Retailer Claims Specialists and Sr. Retailer Claims Specialists.
• Prioritizes daily workload of Retailer Claims Specialists according to factors such as volume, priorities, and Specialist knowledge and experience. Assigns tasks to Specialists accordingly.
• Monitors the quality of work of the Retailer Claims Specialists through phone observations and claim reviews to identify opportunities for improvement. Rates and reviews performance and recommends training based on data from quality monitoring. Participates in training activities for their area of responsibility along with members of their team.
• Monitors retailer claim submissions for date changes, discrepancies, and any possible fraudulent activities. Reviews any findings with Retailer Claims management for follow-up.
• Develops first draft of mid-year and annual reviews for Retailer Claims Specialists, in consultation with Retailer Claims Support Manager.
• Assesses direct report Retailer Claims Specialists’ abilities and performance for possible job opportunities and promotions within the Retailer Claims area. Oversees career development of Retailer Claims Specialists by providing them with coaching and resources.
• Evaluates and interviews Retailer Claims candidates and provides credible, compelling recommendations and input for hiring decisions.
• Partners effectively with Retailer Claims management. Proactively communicates issues, challenges, and solutions.
• Serves as liaison to Subaru of America (SOA) internal and field staff (including Customer Advocacy, District Parts/Service Managers, Regional Parts/Service Managers, District Service Quality Managers, etc.) to foster deeper relationships through regional organization meetings and Teams calls. Uses relationship-building to understand how Retailer Claims can effectively work with and assist other groups as well as establish a positive retailer and claims experience.

ADDITIONAL RESPONSIBILITIES

• Updates and corrects claim system data via high-level administrative access for the purpose of ensuring accurate data and correcting business rules.
• Manages workflow, attendance, lunch, and audit schedules for Retailer Claim Specialists.

SKILLS AND ABILITIES

• Extensive background in claim processing, ideally in the Subaru of America (SOA) Retailer Claims department or in relevant external field.
• Excellent written and verbal communication skills.
• Strong problem-solver with the ability to develop creative and innovative solutions to complex problems.
• Ability to build strong working relationships with all people at all levels and develop and manage relationships successfully.
• Ability to work independently and manage multiple priorities effectively.
• Ability to function in fast-paced, high-volume work environment.
• Excellent leadership, organizational, and team-building skills.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel).
• Strong working knowledge of all system applications related to claims processing, including the claims system, Subarunet, Retail Parts Management (RPM), the Labor Time Guide (LTG), and the Electronic Parts Catalog (EPC).
• Automotive job experience preferred (such as working at a retailer or other automotive group claims service).
• Ability to effectively manage and coach direct reports through all aspects of their Career Development Plan.
• Ability to contribute to the recruiting, interviewing, selection, and development of team members.
• Ability to present to a large group as part of both internal and external training activities.

EDUCATION/EXPERIENCE: BA/BS with 6-8 years of relevant experience or equivalent experience in lieu of degree

WORK ENVIRONMENT: Hybrid Role - Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]

TRAVEL REQUIREMENTS: 10-15%

BENEFITS PACKAGE includes:

• 37.5-hour work week
• Medical, Dental, Vision effective day 1
• Pension, Profit Sharing, and 401K Match
• 15 vacation days, 9 company holidays, 5 floating holidays, and 5 sick days
• Tuition Reimbursement Program (up to $15,000 a year)
• Vehicle Discount Programs

JOB GRADE: P3

FLSA STATUS: Exempt

SALARY RANGE: The recruiting base salary range for this full-time position is $81300 - $110000. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.