Insurance Support Specialist
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Overview
Job Description
Position Purpose and Summary
The Insurance Support Specialist provides comprehensive administrative and operational support across multiple departments, including Real Estate, Collections, Frontline Member Services, Sales and Service, and Automotive Titles and Records. This role is critical in ensuring accurate processing of insurance-related claims, lien releases, and collateral documentation while delivering exceptional service to both internal teams and external members.
The ideal candidate thrives in a fast-paced environment, demonstrates strong organizational and communication skills, and operates effectively with minimal supervision. Cross-functional training is required to support departmental needs and maintain high levels of member satisfaction. A key objective of this role is to develop a thorough understanding of insurance claims processes as they pertain to current lending and collection policies, procedures, and documentation.
Key Responsibilities
- Deliver exceptional service to internal and external members, consistently aligning with organizational values and service standards.
- Ensure high-quality departmental output, including accurate disbursements, compliance with policies, and timely processing of transactions.
- Process and manage insurance-related claims, including, but not limited to GAP, theft, total loss, Collateral Protection Insurance (CPI), and repossession claims.
- Utilize CRM and core banking systems, and external insurance platforms to process, update, and complete tasks and case claims.
- Maintain accurate documentation of compliance activities and completed work.
- Assist with distribution and accurate posting of insurance and GAP claim checks.
- Process lien releases for collateral loans, including title handling and documentation review.
- Administer and monitor the Collateral Protection Insurance (CPI) program in coordination with external vendors.
- Handle national impound notices and collaborate with members and Loss Mitigation to locate vehicles when necessary.
- Analyze workflows and recommend process improvements to enhance efficiency and service quality.
- Identify operational efficiencies and enhancements to improve processes regarding insurance processing within the department and organization.
- Build and maintain strong relationships with internal stakeholders to support business objectives.
- Review reports and follow up on pending documentation, including outreach to financial institutions, legal entities, and insurance providers.
- Serve as a subject matter expert in CPI, GAP insurance, total loss claims, funded loans, and security agreements.
- Perform additional duties as assigned by management.
Qualifications and Requirements
- Strong verbal and written communication skills with a focus on professionalism and clarity.
- Ability to effectively communicate with members, insurance companies, and internal teams via all communication methods including digitally, via phone, and in person.
- Proficiency in basic mathematical calculations, including percentages and financial computations.
- Demonstrated ability to manage multiple tasks while maintaining accuracy and performance standards.
- Strong analytical and problem-solving skills, with adaptability in a dynamic work environment.
- Ability to interpret and apply operational procedures and documentation.
- Proficiency in Microsoft Office applications, including Excel and Word.
- Ability to build relationships and collaborate effectively across all levels of the organization.
- Experience in cross-selling financial products and services is preferred.
- Ability to work in a fast-paced environment.
Positions directly supervised: N/A
Education: High School diploma or general education degree (GED)
Experience: Minimum of 1-2 years or more of similar or related experience.
Physical Activities and Requirements of this Position
CATEGORY | DESCRIPTION |
Finger Dexterity | Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. |
Grasping | Using fingers and palm on an object. |
Talking | Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. |
Repetitive Motions | Movements frequently and regularly required using the wrists, hands, and/or fingers. |
Average Hearing | Able to hear average or normal conversations and receive ordinary information. |
Average Visual Abilities | Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery. |
Sedentary Work | While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms. The employee will occasionally, stand and walk, climb or balance, and stoup, kneel, crouch, or crawl. The employee will occasionally lift and move up to 10 pounds. |
Working Conditions of this Position
DESCRIPTION |
None. No hazardous or significantly unpleasant conditions. |
Mental Activities and Requirements of this Position
Reasoning Ability: The ability to use common sense or logic. | |
Detailed | Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. |
Mathematical Ability: The level of ability required to perform math skills and operations. | |
Basic | Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. |
Language Ability: The level of ability required to communicate and understand written and oral language. | |
Typical | Ability to use passive vocabulary of 7,000-9,000 words; read at a fast-paced rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write moderate to complex documents. Ability to communicate in complex sentences, using normal word order with present and past tenses and strong vocabulary. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors. |
Compliance requirement
The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position
Disclaimer
The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
