
### Summary

The Claims Resolution Specialist (CRS) is responsible for delivering exceptional service and timely communications to ACD’s client adjusters, policy holders and claims management personnel. The CRS also coordinates with ACD’s platform partners, including network appraisers, total loss solution providers. The CRS actively seeks opportunities to cultivate and maintain client relationships, introduce new service/products and find ways to streamline and simplify processes while increasing client satisfaction and claim volume.

### Essential Duties and Responsibilities

- Maintain relationship with adjusters and management level personnel at existing clients; forge lasting relationships through positive interactions with both existing and newly onboarded clients.
- Working from a queue, proactively work to resolve outstanding items necessary to move the claim to the next stage (e.g. contacting appraisers, vehicle owners) while keeping adjusters apprised of the status of all pending claims.
- Answer inbound calls promptly (limit rollover to voice mail) and conclude calls by thanking caller for the opportunity to serve them.
- Respond to all email inquiries the day received, but not later than 24 hours.
- Support CRS colleagues, working as team, with volume overflow so that all service requests are handled in a timely manner.
- Work under tight deadlines and handle multiple tasks simultaneously.
- Perform other functions, as requested from time to time.

### Knowledge, Skills and Competencies

- High level of expertise, proficiency and aptitude with technology including but not limited to Microsoft Office, general database programs, and Internet & web deployed communication.
- Strong interpersonal, written, and verbal communication skills; ability to communicate effectively over the phone and via computer.
- Insurance industry experience preferred.
- Able to effectively resolve problems using good judgment; can discern when to bring outstanding issues to ACD management.
- Follows instructions; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; keeps commitments.
- Demonstrates accuracy and thoroughness; looks for ways to improve; applies feedback to improve performance; monitors own work for timeliness and quality.
- In a remote work environment, is consistently at work on time; ensures work responsibilities are covered when absent.
- Prioritizes and plans work activities; uses time efficiently.

### Qualifications

- 1+ years of customer service, inside sales or equivalent experience
- Detail-oriented, results focused and organized
- Excellent written, verbal and interpersonal communication skills

### Education

- Associate or Bachelor's degree, or related work experience

### Benefits

- Competitive compensation package
- 401K retirement plan, paid time off
- Medical, dental and vision coverage
- Chance to positively impact a fast-growing insuretech company with a focus on optimizing the claims process through innovation and technology

### Physical Demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear, and type on keyboard while reading monitor. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Travel may be required.


The Claims Resolution Specialist (CRS) is responsible for delivering exceptional service and timely communications to ACD’s client adjusters, policy holders and claims management personnel.

Claims Resolution Specialist


### Summary

The Claims Support Associate supports both the Client Care and Quality Assurance Teams with various tasks that range from entering new claims from insurance carriers to routing emails, dispatching/uploading files and returning telephone calls. He or she is tasked with uploading completed files into outside vendor sources.

### Essential Duties and Responsibilities

- Upload files to the carrier's outside vendor upload systems.
- Manage incoming voicemail & email messages on a daily (within three-hours) basis.
- Support the Client Care and Quality Assurance Teams with volume overflow so that all requests are handled within prescribed ACD parameters.
- Assist with open assignments, document and communicate updates to appropriate party (adjuster, appraiser, vehicle owner, body shop).
- Disseminate new claim information (on existing files) to appropriate party or person.
- Work under established deadlines and handle multiple tasks simultaneously.
- Perform other functions, as requested from time to time.

### Qualifications, Skills and Competencies

- Must have strong client service and interpersonal skills. Build rapport with internal teams to ensure the specific needs of ACD's clients is met.
- Able to type accurately. Familiar with email systems and use of databases. Will need to learn CLARITY, ACD's proprietary technology system.
- Ability to apply common sense understanding to carry out instructions furnished in written or verbal form.
- Capable of adapting provided templates and drafting simple correspondence to effectively communicate with clients, appraisers, vehicle owners and ACD team members.
- Able to effectively resolve problems using good judgment; can discern when to bring outstanding issues to ACD management.
- Follows instructions; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; keeps commitments.
- Demonstrates accuracy and thoroughness; looks for ways to improve; applies feedback to improve performance; monitors own work for timeliness and quality.
- In a remote work environment, is consistently at work on time; ensures work responsibilities are covered when absent.
- Prioritizes and plans work activities; uses time efficiently.

### Education

- Minimum of three years related data entry experience

### Benefits

- Competitive compensation package
- 401K retirement plan, paid time off
- Medical, dental and vision coverage
- Chance to positively impact a fast-growing insuretech company with a focus on optimizing the claims process through innovation and technology

### Physical Demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear, and type on keyboard while reading monitor. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Travel may be required.


The Claims Support Associate supports both the Client Care and Quality Assurance Teams with various tasks that range from entering new claims from insurance carriers to routing emails, dispatching/uploading files and returning telephone calls. He or she is tasked with uploading completed files into outside vendor sources.

Claims Support Associate


### Summary

The Dispatch Resolution Specialist is responsible for delivering outstanding customer service while dispatching assignments manually. Within three (3) hours of receipt, these new assignments should be dispatched to an appraiser in our nationwide network. The Dispatch Resolution Specialist has direct communications with ACD's Recruitment Team who assist and support with new assignments.

The Dispatch Specialist communicates with client adjusters by phone, email, and/or through ACD's CLARITY claims system. Communications to client adjusters includes, but is not limited to, acknowledgement of receipt of the assignment, additional details necessary to dispatch the assignment, and/or other services that can assist to complete the assignment. In some cases, communication with owner to answer questions and/or explain expectation of the assignment is required.

### Essential Duties and Responsibilities

- Cultivate and maintain relationships with adjusters and management level personnel at the client level.
- Develop and maintain relationships with ACD's independent appraiser partners.
- Work directly with the Recruiting Team to assist in identifying performance concerns with appraisers, coverage gaps, and territory capacity levels.
- Working from a queue, dispatch requests for service to appropriate platform partner in a timely manner, seek client approvals (if required) and communicate opportunities to use more cost-effective/time-efficient methods of inspection (MOI).
- Answer inbound calls promptly (limit rollover to voice mail) and conclude calls by thanking caller for the opportunity to serve them.
- Respond to all email inquiries the day received, but not later than three (3) hours.
- Support other team members with volume overflow so that all service requests are handled in a timely manner.
- Work under tight deadlines and handle multiple tasks simultaneously.
- As requested, provide specific example of successes, opportunities, and concerns for assigned client quarterly meetings.
- Perform other functions, as requested by direct supervisor and/or management.

### Knowledge, Skills and Competencies

- High level of expertise, proficiency and aptitude with technology including, but not limited to, Microsoft Office, general database programs, and Internet & web-deployed communication.
- Strong interpersonal, written, and verbal communication skills; ability to communicate effectively over the phone and via computer.
- Insurance industry experience preferred.
- Able to effectively resolve problems using good judgment; can discern when to bring outstanding issues to ACD management.
- Follows instructions; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; keeps commitments.
- Demonstrates accuracy and thoroughness; looks for ways to improve; applies feedback to improve performance; monitors own work for timeliness and quality.
- In a remote work environment, is consistently at work on time; ensures work responsibilities are covered when absent.
- Prioritizes and plans work activities; uses time efficiently.

### Qualifications

- 3+ years of customer service, inside sales or equivalent experience
- Detail-oriented, results-focused and organized
- Excellent written, verbal and interpersonal communication skills

### Education

- Associate or Bachelor's degree, or related work experience

### Benefits

- Competitive compensation package
- 401K retirement plan, paid time off
- Medical, dental and vision coverage
- Chance to positively impact a fastest growing insuretech company with a focus on optimizing the claims process through innovation and technology

### Physical Demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear and type on keyboard while reading a monitor. The employee is occasionally required to stand and walk, repetitive use of hands, able to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Travel may be required.


The Dispatch Resolution Specialist is responsible for delivering outstanding customer service while dispatching assignments manually. Within three (3) hours of receipt, these new assignments should be dispatched to an appraiser in our nationwide network.

Dispatch Resolution Specialist


### Summary

The Quality Assurance Specialist (QAS) is responsible for analyzing auto damage estimates to ensure accuracy and adherence to specified client guidelines in a timely manner, while also serving as the central point-of-contact for assigned accounts.

### Essential Duties and Responsibilities

- Review estimates, photos and supporting documents in the audit and supplement queue for compliance to carrier guidelines; status as needed; complete/close files in a timely manner; invoice for claim payment.
- Review carrier guidelines for consistency and completeness; in conjunction with QA Manager/Supervisor, provide client feedback in absence of completeness or changing regulations.
- Maintain understanding of current state regulations, guidelines and best practice claim handling.
- Develop relationships with assigned carrier's (client's) Material Damage staff and understand their practices and priorities.
- Develop relationships and provide technical support to ACD's roster/appraiser partners.
- Attend and participate in assigned client meetings and performance reviews.
- Research and address claim escalation issues promptly; immediately alert QA management on any client issues; provide timely verbal and written communications with those involved during and following resolution of issue(s).
- Actively engage with teammates and management to improve processes and service levels.
- Act as a problem solver and responder.
- Perform other functions and tasks assigned by management.

### Knowledge, Skills and Competencies

- Material damage experience.
- Proficiency using common industry estimating software.
- High level of expertise, proficiency and aptitude with technology including, but not limited to, Microsoft Office, general database programs, and Internet & web-based applications.
- Strong interpersonal, written, and verbal communication skills; ability to communicate effectively over the phone and via email.
- I-CAR knowledge/certified and/or ASE knowledge/certified.
- Insurance and/or automotive industry experience preferred.
- Heavy equipment, recreational equipment, exotic, desk review/write experience preferred.
- Able to effectively resolve problems using good judgment; can discern when to bring outstanding issues to ACD management.
- Follows instructions; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; keeps commitments.
- Demonstrates accuracy and thoroughness; looks for ways to improve; applies feedback to improve performance; monitors own work for timeliness and quality.
- In a remote work environment, is consistently at work on time; ensures work responsibilities are covered when absent.
- Prioritizes and plans work activities; uses time efficiently.

### Qualifications

- 2+ years material damage/insurance claims/body shop estimating or equivalent experience
- Detail-oriented, results-focused and organized
- Adept at conflict resolution

### Education

- Bachelor's degree or related work experience

### Benefits

- Competitive compensation package
- 401K retirement plan, paid time off
- Medical, dental and vision coverage
- Chance to positively impact a fast-growing insuretech company with a focus on optimizing the claims process through innovation and technology

### Physical Demands

While performing the duties of this job, the employee is regularly required to sit and talk or hear, and type on keyboard while reading monitor. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Travel may be required.


The Quality Assurance Specialist (QAS) is responsible for analyzing auto damage estimates to ensure accuracy and adherence to specified client guidelines in a timely manner, while also serving as the central point-of-contact for assigned accounts.

Quality Assurance Specialist


### Summary

The Supplement Specialist is responsible for supplements received by auto body/body shop, appraisers, and/or clients through the supplement uploader, CLARITY (ACD's technology platform) and/or other forms of electronic/phone communications. The Supplement Specialist reviews, approves, and returns the supplement back to the client. The Supplement Specialist will support clients and appraisers with various tasks such as collecting invoices, supplement re-assignment, answering incoming phone calls/emails, and keeping all parties informed ensuring supplement assignments meet and/or exceed speed and quality value.

### Essential Duties and Responsibilities

- Review incoming supplements and re-assign, if necessary.
- Responsible for supplement incoming calls and emails.
- Review and take reasonable and necessary action to aging supplements over two days old.
- Ensure appraisers are keeping clients/customers informed 48 hours until the supplement is complete.
- Support ACD roster/appraiser partners for additional documentation necessary to finalize the supplement.
- Take appropriate steps to re-assign a supplement but not limited to:
  - Initial appraiser is not available/out of office
  - Delays and/or non-response from the initial appraiser
  - Obtain necessary documentation such as invoices/photos for desk write and/or in-house handling
  - Provide status to clients every 48 hours
- Report and work with Recruitment department for noncompliant appraisers.
- Perform other functions assigned by supervision.

### Qualifications, Skills and Competencies

- Must have 2 years and/or equivalent experience in material damage and/or auto body industry.
- Experienced in multiple estimating platforms such as CCC, Mitchell, and Adjustrite.
- 1+ years' experience in heavy equipment, RV/motorhome, farm equipment and other types of units, private/municipality, and machinery are a plus.
- Must have strong client service and interpersonal skills. Build rapport with internal teams to ensure the specific needs of ACD's clients are met.
- Written and oral communication competency. Familiar with email systems.
- Ability to apply common sense understanding to carry out instructions furnished in written or verbal form.
- Capable of adapting provided templates and drafting simple correspondence to effectively communicate with clients, appraisers, vehicle owners and ACD team.
- Able to effectively resolve problems using good judgment; can discern when to bring outstanding issues to ACD management.
- Follows instructions; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; keeps commitments.
- Demonstrates accuracy and thoroughness; looks for ways to improve; applies feedback to improve performance; monitors own work for timeliness and quality.
- In a remote work environment, is consistently at work on time; ensures work responsibilities are covered when absent.
- Prioritizes and plans work activities; uses time efficiently.

### Education and/or Experience

- High School diploma or GED
- Bi-lingual preferred
- I-CAR and/or ASE certifications are a plus
- Ability to train and learn for use and knowledge of insurance/automotive industry and software platforms

### Benefits

- Competitive compensation package
- 401K retirement plan, paid time off
- Medical, dental and vision coverage
- Chance to positively impact a fast-growing insuretech company with a focus on optimizing the claims process through innovation and technology

### Physical Demands

While performing the duties of this job, the employee is regularly required to sit, talk or hear, and type on keyboard while reading monitor. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Travel may be required.


The Supplement Specialist is responsible for supplements received by auto body/body shop, appraisers, and/or clients through the supplement uploader, CLARITY (ACD's technology platform) and/or other forms of electronic/phone communications.

Current open positions

Claims Resolution Specialist (Remote)

Claims Support Associate (Remote)

Dispatch Resolution Specialist (Remote)

Quality Assurance Specialist (Remote)

Supplement Specialist (Remote)