About this job

The Claims Specialist II’s primary focus is to effectively research and resolve post-repossession escalated customer concerns.  The Claims Specialist II engages with customers to understand their concerns and acts as a liaison between our customers and service providers to facilitate the resolution of escalated post-repossession claims. The Claims Specialist II’s secondary focus is to gather, analyze and research trends at the service provider and agent level and to communicate findings to Manager and business partners.

What you will do

• Gather, independently review, and evaluate all relevant documents provided by all parties. 

Enter and maintain claim data in system and disseminate claims to appropriate partners or service provider for review.  

• Follow up with service providers and engage in negotiations to ensure a fair and effective resolution is reached for the customer, company and service provider for all escalated claims. Draft correspondence as needed to provide updates regarding claim status and/or outline settlement terms for all parties involved.
• Thoroughly document claims files until resolution or final determination has been reached.  Effectively communicate claims details, statuses and explain decisions to customers, vendors, stores and other associates as needed.
• Determine reasonableness of claims and draw conclusions on necessary steps to resolve complaint.  Review Claim denials, document relevant details, determine validity, and collaborate with Sr. Specialist and/or Claims Manager.
• Draft correspondence as needed to facilitate a written agreement to settlement terms or notify parties regarding the status of their claim.
• Determine the necessity and then schedule and lead independent Claims related vendor conference calls as needed.  Represent Claims in CAF-wide vendor conference calls.
• Conduct Audits of various service providers and reconcile information between CAF and vendor records.  Work with various departments and vendors to resolve discrepancies. 
• Review and present key findings from complaints and audits to management and vendors regarding trends or vendor performance. 
• Prepare monthly summary for Claims Team Meeting.
• Other Duties and Responsibilities.

Purpose of the role

To perform this job successfully, an individual must have strong verbal communication skills, with the ability to listen intently to discern customer’s complaints so that the appropriate response is given, as well as demonstrated ability to effectively negotiate with customers and service providers.  A candidate should have strong written communication skills, with the proven ability to prepare clear and concise written business professional summaries.  A candidate should have the ability to multi-task in a high energy and fast-pace work environment and effectively manage stressful situations.  A candidate should use sound judgment and decision-making skills and demonstrate strong analytical and organizational skills.  A candidate should have the proven ability to interpret and analyze data, reports, processes, trends and situations and recommend solutions.

Qualifications and Requirements

• Associates degree and/or one to three years of equivalent customer contact experience 

• Basic typing skills including minimum accuracy requirements.
• Moderate computer knowledge and understanding of MS Word and intermediate understanding of MS Excel.
• Proven track record of ability to negotiate and recreate win-win resolutions

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community.  We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.