Dealership Claims Consultant

Dealership Claims Consultant

At Percepta, we bring first‑class service across each market we support. As a Dealership Claims Consultant working hybrid in Melbourne, FL you’ll be a part of creating and delivering amazing customer experiences while also enjoying the satisfaction of being part of a unique culture.

The Dealership Claims Consultant is responsible for accurate and consistent Extended Service Plan Prior approval claim reviews with dealerships. This role acts as a claim consultant for targeted dealers in Retro/Reinsurance agreement with Ford Lincoln Protect, partnering with area sales managers and the North America Cost Control Manager to improve overall loss ratio, claim submission, and prior approval performance. The Dealership Claims Consultant is required to perform both virtual and in‑person claim reviews with dealer personnel, via client and Percepta management direction, working a hybrid schedule to allow for in‑office days as well as off‑site dealer visits.

The scope of work and responsibilities includes the US, Canada, Mexico, and CC.

• Complete on‑site and remote claims reviews with targeted dealers
• Work with area sales managers to improve overall loss ratio/claim submission performance
• Complete reviews with targeted Bonus dealers
• Work with NA Cost Control Manager to improve overall loss ratio/claim submission performance
• Responsible for accurate & consistent ESP PA claim reviews with Dealerships.
• Identify opportunities with dealers via the prior approval claim submission process to address and coach back driving a faster turnaround from when a claim is submitted to when a decision is made.
• Provide strategic direction and participate in meetings for PAWS issues & enhancements. Attend Percepta quality calibration meetings and provide ESP input.
• Monitor ESP prior approval dealer satisfaction scores & recommend operational improvements. Claim consultant for low performing dealers in Retro/Reinsurance agreement with Ford Protect.
• Assist in special claim review projects as needed.
• Participate in meetings as a claims expert with the onsite client, area Sales Managers and Dealership personnel.

• Automotive Technical degree from college / Tech school required
• ASE and/or Manufacturer Certification, preferred

• 5+ years of automotive technical experience required, preferably at a Ford or Lincoln dealership
• 5+ years of supervisory experience required
• 5+ years of direct customer service experience required
• Experience in business process mapping and scoping required
• Project management experience required
• Familiarity with claim call center processes and technology is preferred
• Specialization in powertrain (engine and transmission) service and repair preferred
• Training and coaching experience

• Thorough understanding of automotive claim processing
• Ability to simplify complex issues, develop an action plan and persuasively make a case for change
• Strong interpersonal skills, including ability to quickly develop rapport with audience (e.g., field personnel, dealers, etc.)
• Win/win negotiating skills
• Self‑starter capable of operating independently and adapting to dynamic changes
• Good judgment in conflict resolution
• Ability to drive client and dealer satisfaction

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Percepta provides the equipment for this role. This role is expected to travel 2-3 business days a week.

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first‑class service across each market we support.

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