Temporary Subrogation Claim Support Processor

AAA The Auto Club Group is seeking a Temporary Subrogation Claim Support Processor to provide daily clerical support to the Claims department. The role involves researching and routing claims, handling customer inquiries, and ensuring compliance with established processes while managing claims efficiently.

Responsibilities

• Provide daily support to the Claim department by completing well defined clerical tasks that require a general understanding of the Claims process, business context and the Claims department organization and workflow
• Research and proper routing of mail, data entry of key information into claim systems for proper routing of documents including summons and complaints
• Oversight for exception process of RPA functions, ordering police reports and paying low dollar, high volume invoices, generally associated with claim expenses, including research to ensure no payment duplication
• Request and track retrieval requests for paper files when needed, daily oversight for manual printing, logging, and mailing remotely printed checks for multiple claim systems
• Receive inbound and make outbound customer phone calls to resolve claims needs
• Triage phone line as well as a customer care line to answer questions from members or body shops related to inspection assignment
• Work requires detailed compliance to specific instructions, with supervisory oversight
• May be assigned tasks normally handled at a higher level as needed
• Assign claims to claim handlers following prescribed business rules
• Update claim systems with information related to assigned recovery tasks
• Primary duties are to triage all claims received by Subrogation unit and route them to the correct Subrogation team claim handler. This includes claims in FACTS and legacy policies (WINS, IPM, CPS, SPI). Review claims to determine whether liability has been established, review claim details including FNOL, claim memos and police report to determine primary liability. Update the claim system by adding liable party or parties participants and ensure insurance verification has been completed for the liable party
• On FACTS claims, update the Subrogation node, or create the node when one is not already established, and accurately document the recovery reason, pursued amount, and liable party information. Using assignment logic, determine the appropriate Subrogation claim handling team (Investigators, Claim Rep. 1, Claim Rep 2 or Claim Specialist) and assign the claim to the subrogation claim handler. This position also provides support to CR1 staff during periods of high volume, which includes compiling claim packets and referring eligible claims with supporting documentation to collection vendors, excluding claims involving total losses. Process and pay evidence storage invoices on home claims
• Review FNOL, memos and police report to determine who is primarily liable for the loss
• Determine if the liable party is insured
• Add party/parties liable to the claim as participants, add the claimant carrier as a participant, create/update the subrogation node
• Based on review of the claim, determine the proper subrogation team the claim should be assigned to
• Complete the assignment including updating the claim system, updating CCC-Outbound, adding a memo regarding assignment and set a task for the subrogation handler
• Refer subrogation claims to approved collection vendors
• Performs overflow support during periods of increased claim volume
• Review and pay evidence storage invoices on Homeowner claims

Skills

• High School Diploma or equivalent or one year of experience in processing, customer service or business administration
• A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members
• Must attain all required State Adjuster licenses for applicable states within 60 days after completing licensing coursework
• Working with P.C. software applications
• Data processing techniques
• Claim investigation and liability determination across multiple lines of business, including Auto, Property, and Casualty
• State negligence laws and statutes across all states within the current operating footprint
• Subrogation principles and requirements to determine recoverability
• Claims processes, documentation standards, and referral workflows
• Organize and prioritize multiple tasks
• Communicate effectively (oral and written)
• Use basic math skills
• Use automated processing and computer systems
• Maintain accurate files and records
• Analyze claim details, including FNOLs, claim notes, and police reports, to determine the liable party
• Research state‑specific negligence laws to assess subrogation viability
• Navigate and work efficiently across multiple claims systems and platforms, including FACTS, CPS, IPM, WINS, and SPI
• Strong organizational and time‑management skills to manage high‑volume workloads across multiple companies
• Multitask effectively while maintaining accuracy and consistency in claim triage and referral decisions
• Work efficiently to ensure timely processing and assignment of incoming claims
• Work collaboratively in a team environment, including providing coverage and coordination with peers to ensure uninterrupted claim triage
• Prioritize and manage competing demands to support timely and accurate claim handling
• Maintain focus and accuracy in a fast‑paced, high‑volume environment
• Adapt to process changes and evolving system requirements while maintaining service standards
• Prior claims experience is preferred

Benefits

• Hybrid work arrangement
• Conversion opportunities into a full-time position depending on performance and position availability
• Ability 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
• Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements
• Background and drug screen based on the requirements of the position

Company Overview