Automotive Technician, Mechanical, Service Advisor, Parts Specialist

Description

Are you a skilled Mechanical Claims Adjuster, Automotive Technician, Mechanic, Service Advisor, or Parts Specialist who is seeking for a new career opportunity?

At Portfolio, we pride ourselves on our responsive, innovative, efficient, and sincere serving standards (R.I.S.E). We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the claims process. 

In addition to offering a hybrid work schedule, Portfolio offers a comprehensive benefits package:

• Paid Company Holidays
• Paid Time Off including Flex Time (40 Hours of additional Paid Time Off) and Volunteer Time.
• Health/Dental, Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Referral Bonus
• 401(k)
• Monthly Associate Breakfasts
• Reputation Management Program – Monetary Prizes for Positive Online Reviews
• Additional associate perks

If you're ready to be part of a dynamic team that values integrity and excellence, apply today and help us redefine the claims experience! Join Our Team at Portfolio!

As a Mechanical Claims Adjuster, you'll play a crucial role in protecting the interest of the administration company by following the guidelines of each contract Portfolio administers while providing knowledge to the customers and dealers. 

Compensation:

• Starting range of pay: $22.00- $25.00 hourly, overtime available.

Work schedule: 

• Training schedule: 9:00 am - 6:00 pm EST.
• Proposed Work Schedule, following Training: Monday - Friday 9:15 am - 6:15 pm EST or 9:30 am - 6:30 pm EST.
• Hybrid Schedule after Training: Tuesdays and Wednesdays in the Strongsville, OH office. Mondays, Thursdays, and Fridays would be Work From Home.

Job Summary & Objective:

The Mechanical Claims Adjuster I will provide support to our claims department by handling a large volume of claims calls, opening new claims, thoroughly and accurately collecting, and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. The Mechanical Claims Adjuster I will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.

Essential Functions:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Customer Service & Claims Adjudication:

• Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change.
• Answer incoming claims calls, identify key information about the customer’s contract and answer questions related to coverage.
• Communicate follow-up information as needed.
• Communicate new claims web instructions.
• Ability to manage escalated cases and handle disputes or complaints effectively.
• Review incoming claims assigned to you and/or your responsible queues.
• Request any additional information needed, such as pictures or ordering inspections, prior to authorizing claims.
• Ensure 100% of all authorized claims are approved by the appropriate parties, prior to authorization.
• Adjudicate claims, in accordance with the applicable agreement terms and state requirements and provide authorization no more than 30 minutes of receipt if no additional information is required.
• Ensure all claim handling and communication is handled within our desired metrics.
• Maintain professional and technical knowledge.
• Work independently & proactively.
• Assist the Mechanical Claims Lead and Supervisor with various projects.

Claims Quality Control:

• Maintain Key Performance Indicators, which includes claims audits, contact center adherence, new claim handling, attendance, and actively participating in monthly 1-on-1’s and coaching and development plans.

Be a Team Player with Other Departments:

• Support other teams.
• Cross-train to gain basic knowledge of other departments within our organization.
• Share ideas that may help with organizational productivity.

Requirements

Required Knowledge, Skills, and Abilities:

• Reliable and punctual.
• Keeps a positive attitude and remains cool under stress.
• Plan, organize, prioritize, and complete projects and assignments in a timely manner.
• Detail-oriented, accurate, and highly organized.
• Displays pride in work.
• Active listener with the ability to adapt/respond to various types of personalities.
• Receptive to coaching and development.
• Interact effectively with associates, management, and internal and external customers.
• Superior communication skills, both written and verbal.
• Demonstrate that you can solve customer problems using creative and effective techniques.
• Maintain confidentiality of sensitive company information and use judgment and tact in applying policies, solving problems, and communicating standards.
• Operate computer hardware and software, including Microsoft Office Suite, and specialized software applications.
• Ability to type at least 40 wpm + Strong 10-key.
• Strong mathematical aptitude.
• Operate a calculator and related office equipment.
• Proven ability to multi-task and handle interruptions.
• Ability to work flexible hours.

Education and Qualification Requirements:

• Bachelor’s degree or equivalent work experience (see below).
• 5+ years of customer service experience.
• 2+ years of call center experience.
• 2+ years with automotive repairs.

Preferred Requirements:

• ASE Certification, or Automotive Service Excellence.
• Experience in automotive mechanical claims, service writing, or repair facility operations.
• Strong understanding of automotive systems, repair processes, and industry labor guides (e.g., Mitchell, AllData).
• Knowledge and experience with claims contact center.

Work Environment and Physical Requirements:

• Normal office environment.
• Ability to frequently sit for long periods of time.
• Ability to occasionally walk, stand and reach with hands and arms, stoop, kneel or crouch.
• Ability to constantly hear and talk, both in person and by phone.
• Ability to grasp objects such as telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to spend extended hours in front of a computer screen and use close vision, distant vision, depth perception and adjust focus.
• Ability to lift at least 20 pounds.