Description

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission-to be our members' most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

Medical, Dental, Life and AD&D Insurance

Flexible work schedules

Pre-Tax & Roth 401(k) plan with company match

Health Spending Accounts with company contribution & Flexible Spending Accounts

Company Paid Short-term & Long-term disability

Paid time off

Tuition reimbursement & company-paid training programs

FREE AAA membership & travel / product discounts

Paid Volunteer Time Off

Job Responsibilities

35% Case Investigation : Conduct thorough investigations and document findings accurately. Gather evidence from photographs, service records, and witness statements. Analyze evidence to verify consistency with the service provided. Determine liability for damage claims related to the service provided.

35% Mediation : Present clear results to members and servicing facilities. Facilitate payments or repairs when appropriate. Provide guidance to members and contractors during disagreements. Assist with Better Business Bureau, Attorney General, and small claims cases, including testifying when required.

20% Member/Servicing Facility Experience : Oversee the entire damage complaint process to ensure service excellence. Maintain professional, empathetic communication with all stakeholders. Strengthen relationships with servicing facilities, even when there are disagreements over claim outcomes.

10% Process Improvement : Analyze damage reports to identify recurring issues and trends and develop strategies to mitigate common causes of damage. Collaborate with service providers to ensure adherence to best practices and proper techniques, conducting regular training sessions on damage prevention. Monitor and evaluate the effectiveness of implemented improvements, adjusting as necessary. Utilize feedback from members and stakeholders to continuously refine processes and enhance service quality.

Job Specific Requirements

Utilize strong analytical skills to investigate damage claims reported by the customers. Ensure damage is consistent with the services provided

Proven ability to resolve disputes amicably, while finding mutually beneficial solutions

Passionate & knowledgeable about the automotive industry, including but not limited to: automotive repair, batteries, collision, & emergency roadside service

Strong interpersonal skills & proven ability to manage business relationships & performance

Proficiency with Microsoft Office products, CRM tools, and ability to effectively navigate multiple systems

High level of organization & strong written and verbal communication skills

Ability to travel as needed and maintain a valid NYS driver's license with a satisfactory driving record

Ability to work evenings, weekends, & holidays as needed

Thorough knowledge of AAA and industry service operations/procedures

Physical Requirements

Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone

Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time

Must be able to lift, carry, push, pull a maximum of 30 lbs

Starting pay range: $60,160 - $70,776

Qualifications

Education

Required

Technical/other training or better

Licenses & Certifications

Preferred

ASE - A, B, or C

Experience

Required

5 years: Automotive, collision, or insurance claims adjusting

Preferred

Experience working with multiple locations

Experience working with CRM software

AAA of Western & Central NY

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