Claims Consultant, Fleet

This is a hybrid role; 3 days in office (Schaumburg), 2 days remote. 

About Innovation Group North America
Innovation Group North America (IGNA) is part of a leading global insuretech business, helping the insurance market handle millions of claims each year in the most efficient way possible. Simplicity, connectivity, and collaboration guide everything we do, from our customers to our team members. Innovation Group is a growing organization with opportunities for new team members to learn about the evolving insuretech space, find efficient solutions, and chart a path forward in their career – all while enhancing their knowledge of the industry and being a key part of our organization’s success.

Claims Consultant, Collision

The Claims Consultant role on our Fleet team supports drivers through the process of getting their fleet vehicle repaired and restored. Our consultants are the point of contact for drivers and our network of autobody shops, staying in constant contact throughout the process. This role acts as a liaison between IGNA, our clients, network, and drivers regarding the status of repairs.

We are looking for someone to fill the following schedule: Monday-Friday 10:30am- 7:00pm.

This client-based position serves as excellent opportunity to learn, grow, and advance your career with Innovation Group and in the insurance space.

What you’ll do:

• Provide customer response via phone and e-mail by gathering information, understanding, empathizing, and educating our customers, as well as set expectations to both customers and vendors on the claim handling process.
• Review losses daily and ensure all proper notification is made per client’s instructions.
• Handle difficult and complex customer situations over the telephone and email with minimal supervision and proactively contact service vendors.
• Receive inbound calls from vendors, clients, and drivers concerning repairs.
• Continuously monitor third-party systems and contractors to ensure that service is provided within specified time.
• Follow up with clients, vendors, repair facilities and contractors to ensure that repairs are conducted in a timely manner and to reduce expenses for clients through phone calls, email, and client specific websites.
• Identify and address potential escalations.
• Maintain accurate instructions for each client and updated process documents outlining workflows.
• Dispatch and promote use of primary/preferred contractors and vendors based on type of loss and claim type, abiding by claim standards and established guidelines.
• Identify and assess related and unrelated damage and set clear expectations on timelines and outcomes.
• Collaboratively work with other departments to resolve customers quickly, efficiently, and empathetically and/or vendor issues.

What we’re looking for:

• A minimum of a High School Diploma or equivalent
• At least two years of customer service experience
• Experience in auto and/or fleet claims a plus
• Lotus or CCC experience a plus
• Basic to intermediate computer skills and Proficiency in MS Office

At Innovation Group, we value the contributions of our employees. We provide a robust benefits package that includes:

• Medical, dental, and vision insurance
• Life insurance
• Short- term and long-term disability insurance
• Flexible spending account options
• Health and dependent care saving accounts
• Paid time off
• Sick time off
• 9 paid holidays
• 401(k) investment options
  
• Employee assistance program