Percepta LLC
Dealership Claims Consultant (0492E)
At Percepta, we bring first‑class service across each market we support. As a Dealership Claims Consultant in a hybrid working arrangement 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.
What You’ll Be Doing 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 agreements 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. You will perform both virtual and in‑person claim reviews with dealer personnel, working a hybrid schedule that includes in‑office days and off‑site dealer visits. The scope of work covers the US, Canada, Mexico, and CC.
During a Typical Day, You’ll
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.
Collaborate with the NA Cost Control Manager to enhance loss ratio and claim submission.
Ensure accurate & consistent ESP PA claim reviews with dealerships.
Identify opportunities with dealers through the prior‑approval submission process to coach and accelerate turnaround from claim submission to decision.
Provide strategic direction and participate in PAWS issues & enhancements meetings; attend Percepta quality calibration meetings to offer ESP input.
Monitor ESP prior‑approval dealer satisfaction scores and recommend operational improvements.
Act as a claim consultant for low‑performing dealers in Retro/Reinsurance agreements with Ford Protect.
Assist in special claim review projects as needed.
Participate in meetings as a claims expert with the client, area sales managers, and dealership personnel.
What You Bring to the Role Education
Automotive Technical degree from college or technical school (required).
ASE and/or manufacturer certification (preferred).
Experience
5+ years of automotive technical experience (preferably at a Ford or Lincoln dealership) – required.
5+ years of supervisory experience – required.
5+ years of direct customer service experience – required.
Experience in business process mapping and scoping – required.
Familiarity with claim call center processes and technology – preferred.
Specialization in powertrain (engine & transmission) service and repair – preferred.
Training and coaching experience – required.
Skills
Thorough understanding of automotive claim processing.
Ability to simplify complex issues, develop an action plan, and persuasively make a case.
Strong interpersonal skills, including rapid rapport building.
Self‑starter capable of operating independently and adapting to dynamic changes.
Good judgment in conflict resolution.
Drive for client and dealer satisfaction.
What You Can Expect
Competitive salary with incentives.
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).
A Bit More About Your Role Percepta provides the equipment for this role. This position is expected to travel 2‑3 business days a week.
About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients worldwide. We deliver services across multiple channels and speak multiple languages. Our values are the heartbeat of our organization: Lead with humility, Service beyond self, Leave it better, Win together, and Deliver remarkable.
Percepta is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to building a diverse and inclusive workforce that respects and empowers every individual.
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What You’ll Be Doing 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 agreements 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. You will perform both virtual and in‑person claim reviews with dealer personnel, working a hybrid schedule that includes in‑office days and off‑site dealer visits. The scope of work covers the US, Canada, Mexico, and CC.
During a Typical Day, You’ll
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.
Collaborate with the NA Cost Control Manager to enhance loss ratio and claim submission.
Ensure accurate & consistent ESP PA claim reviews with dealerships.
Identify opportunities with dealers through the prior‑approval submission process to coach and accelerate turnaround from claim submission to decision.
Provide strategic direction and participate in PAWS issues & enhancements meetings; attend Percepta quality calibration meetings to offer ESP input.
Monitor ESP prior‑approval dealer satisfaction scores and recommend operational improvements.
Act as a claim consultant for low‑performing dealers in Retro/Reinsurance agreements with Ford Protect.
Assist in special claim review projects as needed.
Participate in meetings as a claims expert with the client, area sales managers, and dealership personnel.
What You Bring to the Role Education
Automotive Technical degree from college or technical school (required).
ASE and/or manufacturer certification (preferred).
Experience
5+ years of automotive technical experience (preferably at a Ford or Lincoln dealership) – required.
5+ years of supervisory experience – required.
5+ years of direct customer service experience – required.
Experience in business process mapping and scoping – required.
Familiarity with claim call center processes and technology – preferred.
Specialization in powertrain (engine & transmission) service and repair – preferred.
Training and coaching experience – required.
Skills
Thorough understanding of automotive claim processing.
Ability to simplify complex issues, develop an action plan, and persuasively make a case.
Strong interpersonal skills, including rapid rapport building.
Self‑starter capable of operating independently and adapting to dynamic changes.
Good judgment in conflict resolution.
Drive for client and dealer satisfaction.
What You Can Expect
Competitive salary with incentives.
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).
A Bit More About Your Role Percepta provides the equipment for this role. This position is expected to travel 2‑3 business days a week.
About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients worldwide. We deliver services across multiple channels and speak multiple languages. Our values are the heartbeat of our organization: Lead with humility, Service beyond self, Leave it better, Win together, and Deliver remarkable.
Percepta is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are committed to building a diverse and inclusive workforce that respects and empowers every individual.
#J-18808-Ljbffr