Senior Field Superior Service Specialist

Location
Danvers, Massachusetts
Salary
Not Specified
Posted
Nov 18, 2020
Closes
Jan 16, 2021
Ref
78186827#GIJ--LibertyMutual.1
Category
Claims
Job Type
Not Specified
Career Level
Not Specified

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. Thats why we provide an environment focused on openness, inclusion, trust and respect. Here, youll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more, please visit https://www.libertymutualgroup.com/about-lm/careers/benefits

Liberty Mutual has proudly been recognized as a Great Place to Work by Great Place to Work US for the past several years. We were also selected as one of the 100 Best Places to Work in IT on IDGs Insider Pro and Computerworlds 2020 list.

We have been named by Forbes as one of Americas Best Employers for Women and one of Americas Best Employers for New Graduatesas well as one of Americas Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veterans status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

Advance your career at Liberty Mutual - A Fortune 100 Company!

**This is a field position**

**This position has a potential Sign-On Bonus up to $10,000**

Responsible for overseeing an assigned portfolio of Direct Repair Shops (DRP) shops to ensure that work performed is in alignment with Service Level Agreements. Provides technical and procedural expertise to guide DRP in relation to the claims appraisal process and vehicle repairs. Leading the training and evaluation of the DRP in the claims appraisal process is expected. May be responsible for the mentoring of other claims professionals.

**This is a ranged posting. Position offered will be at manager discretion based on candidate experience.

**This role is located in the North Shore or Boston Metro area.

Responsibilities:

  • Coordinates the selection, training and evaluation of auto repair shops by analyzing data to identify performance effectiveness. Provides feedback and recommendations for improvement to those involved in the claims appraisal process.
  • Provides the highest level of technical advice on vehicle repair, parts costs, shop management, garage expertise and opinions on whether specific damage is related to a particular accident.
  • Creates action plans for shop improvement and, if appropriate, submit a recommendation for dissolution of the Agreement if improvement is not attained.
  • Resolve disagreements and negotiates with auto repair facilities, Independent Adjusters, claimants and policyholders.
  • May participate in new vendor recruiting process in a subject matter expert role within the on-boarding process.
  • Assists claims management in the resolution of complaints.
  • Participates with the Supervisor in special assignments
  • May assume managerial duties as needed.
  • May be called upon for catastrophe duty
  • All other duties as assigned.

Qualifications:

  • Requirements include extensive knowledge of automobile parts and repair techniques, terminology and vehicle construction. Must possess extensive knowledge of automated appraisal systems, shop repair process, and overall claims operations.
  • Field investigative experience strongly preferred.
  • Thorough knowledge of Auto shop products and contract language including regulatory and policy differences among applicable states.
  • Strong negotiation and analytical skills.
  • Strong computer skills and ability to work with multi-faceted systems.
  • Ability to effectively and independently manage workload while exhibiting good judgment.
  • Demonstrated ability to effectively communicate in both written and verbal form. Ability to build relationships with other departments and promote teamwork.
  • The capabilities, skills and knowledge required is normally acquired through a Bachelor's degree or equivalent experience and at least 5+ years of directly related experience.
  • Massachusetts Auto Damage Appraisal Licensing and certification are required.
  • For car custodians, a valid driver's license is required.

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