Claim Specialist - Direct Repair Unit

Location Details:

Remote

Position Schedule / Shift:

Monday-Friday 8am-5pm ET

Position Summary:

The Auto Club Group is seeking a highly skilled Direct Repair Claim Specialist to manage complex physical damage claims with minimal supervision. This role operates with a high level of approval authority and requires advanced technical expertise to investigate, evaluate, and resolve challenging claims scenarios. The specialist serves as a key decision-maker, ensuring accurate loss assessment, adherence to company guidelines, and timely claim resolution while delivering exceptional service to members and repair partners.

Key Responsibilities:

Claim handling responsibilities will include the following:

• Reviewing assigned claims

• Contacting the insured and other affected parties

• Setting expectations for the remainder of the claim process

• Initiating documentation in the claim handling system

• Complete complex coverage analysis

• Ensure all possible policyholder benefits are identified

• Create additional sub-claims if needed

• Complete an investigation of the facts regarding the claim to further and in more detail determine if the claim should be paid, the applicable limits or exclusions and possible recovery potential. 

• Conduct thorough reviews of damages and determine the applicability of state law and other factors related to the claim.

• Evaluate the financial value of the loss

• Approve payments for the appropriate parties accordingly

• Refer claims to other company units when necessary (e.g., Underwriting, Recovery Units or Claims Special Investigation Unit). 

• Thoroughly document and/or code the claim file and complete all claim closure and related activities in the assigned claims management system

• Utilize strong negotiating skills

Employees assigned to Auto Physical Damage (“APD”) claim unit will handle complex claims involving settling Total Losses, inspecting vehicles and preparing estimates of damage.  If in the DRS Examiner role, manage Direct Repair Shops for compliance with our program. Additional responsibilities may include the following: determining cause of damage, establishing liability, and identifying subrogation potential.  Monitor repairs and approve car rental expenses.  Oversee APD Litigation cases.  Manage the litigation process including attorney and budget management, participation in mediation activities and determining the appropriate settlement position. May assist Claim Manager with file reviews and training.

Qualifications:

Required

Education (including minimum education and any licensing/certifications):

• High school diploma or equivalent

• Complete ACG Claim Representative Training Program or demonstrate equivalent knowledge or experience

• In states where an Adjuster’s license is required, the candidate must be eligible to acquire a State Adjuster’s license within 90 days of hire and maintain as specified for appropriate state

Experience:

• Threeyears of experience or equivalent training in the following:

• negotiation of claim settlements

• securing and evaluating evidence

• preparing manual and electronic estimates

• subrogation claims

• resolving coverage questions

• taking statements

• establishing clear evaluation and resolution plans for claims

Skills:

• handle claims to the line Claim Handling Standards

• follow and apply ACG Claim policies, procedures and guidelines

• work within assigned ACG Claim systems including basic PC software

• perform basic claim file review and investigations

• demonstrate effective communication skills (verbal and written)

• demonstrate customer service skills by building and maintaining relationships with insured/claimants while exhibiting understanding of their problems and responding to questions and concerns

• analyze and solve problems while demonstrating sound decision-making skills

• prioritize claim related functions

• process time sensitive data and information from multiple sources

• manage time, organize and plan workload and responsibilities

• safely operate a motor vehicle in order to visit repair facilities, homes (for inspections), patients, etc.

• research analyze and interpret subrogation laws in various states

• travel outside of assigned territory which may involve overnight stay

• relocate, work evenings or weekends

Preferred

Education:

• Associate degree in Business Administration, Insurance or a related field or the equivalent in related work experience

• Completion of the Insurance Institute of America's: General Insurance Program, Associate in Claims, associate in management or equivalent

• CPCU coursework or designation

• I-Car ProLevel training

• CCC training

• XACT ware Training

Experience:

Knowledge of:

Advanced knowledge of:

• Essential Insurance Act (Michigan)

• Fair Trade Practices Act as it relates to claims

• subrogation procedures and processes

• intercompany arbitration

• handling simple litigation

• Negligence Law

• No-Fault Law

• collision repair techniques

Work Environment:

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Compensation & Benefits Overview:

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation

A Talent Acquisition Specialist II earns a competitive annual salary of $67,000-$87,000, along with the opportunity for an annual company bonus incentive.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.

• Prescription drug coverage.

• Dental and vision benefits.

• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.

• Optional supplemental life insurance and dependent coverage.

• Short-term and long-term disability coverage.

• Critical illness, accident, and pet insurance options.

Retirement & Savings

• 401(k) plan to support long-term financial goals.

  • 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax.

  • Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting.

  • Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.

• Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements.

• Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.

• Paid holidays:

  • Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays, and 1 volunteer day. Holidays will vary by business schedules

  • Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays will vary by business unit schedules.

• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).

• Professional certification support with 100% reimbursement for eligible programs.

• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.

• Adoption assistance program.

Job Posting Period:

This position is expected to remain posted through July 7, 2026; however, it may close at any time once a qualified candidate pool is identified.

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