Concierge Claims Specialist

Position Summary:

The Concierge Claims Specialist is responsible for managing the end‑to‑end claims experience for strategic, high‑profile business partners and fleet customers. This role functions as a relationship manager and trusted advisor, delivering a white‑glove, account‑management approach to claims handling for medium‑ and heavy‑duty commercial vehicle service contracts. Serving as the primary liaison between elite partners, fleet customers, executive stakeholders, repair vendors, and internal leadership, the Concierge Claims Specialist exercises independent judgment to adjudicate diesel and engine‑related failures, proactively manage claim outcomes, and align claims strategies with partner expectations and organizational goals.

Key Responsibilities

Strategic Account & Relationship Management:

• Serve as the primary account manager and point of contact for assigned strategic partners, fleet customers, and elite business accounts.
• Build and maintain strong working relationships with partner representatives, fleet managers, and senior customer contacts to ensure confidence in the claims process.
• Deliver a high‑touch, concierge‑level service experience, tailored to partner‑specific service standards and operational needs.
• Represent the organization professionally in escalated or sensitive claim situations, reinforcing trust, transparency, and brand values.

Claims Evaluation & Decision‑Making:

• Independently manage the full lifecycle of complex and high‑visibility claims, from first notice through resolution and payment.
• Analyze and adjudicate diesel, gas engine, and component failures in accordance with vehicle service contract terms, coverage interpretations, and authority guidelines.
• Evaluate diagnostic findings, ECM data, repair estimates, maintenance histories, and supporting documentation to determine coverage applicability and repair scope.
• Exercise discretion and judgment to approve, modify, or deny claims and related expenses within delegated authority.

Negotiation & Cross‑Functional Coordination:

• Collaborate with repair facilities, vendors, parts suppliers, and internal teams to validate failures, negotiate repair terms, and expedite resolutions to minimize fleet downtime.
• Lead negotiations related to repair scope, labor times, and parts pricing, balancing cost control with partner satisfaction.
• Coordinate internally with leadership, technical teams, and management to resolve non‑standard, high‑impact, or escalated claims.

Strategic Insight & Continuous Improvement:

• Monitor and analyze claim trends, recurring issues, and cost drivers across assigned accounts or fleets.
• Provide actionable insights and recommendations to leadership regarding service improvements, claim strategies, and product or process enhancements.
• Participate in partner‑specific calibration calls, training sessions, and joint initiatives to ensure alignment with performance expectations and service metrics.
• Maintain comprehensive and accurate documentation of all claim activity and partner interactions.
• Provide professional updates, reporting, and recommendations to upper management to support informed decision‑making.
• Ensure all claims handling activities comply with company policies, contractual obligations, regulatory requirements, and industry best practices.

Qualifications

• 3+ years of experience in claims handling, account management, warranty administration, vehicle service contract adjudication, insurance, fleet manager or a related customer‑facing professional role.
• Demonstrated experience managing high‑profile customers, strategic accounts, or fleet relationships.
• Hands‑on experience with diesel engine claims or medium/heavy‑duty commercial vehicle environments strongly preferred.
• Proven ability to exercise independent judgment in resolving non‑routine, complex, or escalated issues.
• Strong negotiation, communication, and relationship‑management skills, with the ability to influence outcomes at multiple organizational levels.
• Ability to manage competing priorities while maintaining a high standard of service in a fast‑paced environment.
• Proficiency with claims management systems and Microsoft Office Suite.
• Associate’s degree or higher, or completion of a technical or trade program, preferred.