Career Opportunities

  

NAE/NWAN can help you drive your career forward to the next level. In addition to offering a great culture, a challenging work environment and all the great benefits received as being part of the NAE/NWAN family, we provide a competitive benefit package to our associates which includes affordable healthcare, flexible spending accounts, disability and life insurance, 401(k), 401(k) guaranteed benefit, paid time off, paid holidays, flexibility and more

Below is a list of our current openings, interested and qualified candidates are encouraged to either click on the "Apply Online, Click Here" link or fax a current resume to (440) 879 - 0512. 
 Account Manager
At this time an Account Manager is needed to develop assigned Dealers and Agencies by promoting products, while maintaining our company's philosophies and principles.  
Role and Responsibilities:
  • To be the NAE product knowledge and technology expert in ALL assigned environments.
  • Responsible to build sales through referrals and in assigned accounts. 
  • Work with AM’s and AE’s to continue developing processes to insure our clients growth and success with NAE.
  • Takes immediate action to the needs of your current clients.
  • Responsible for following the NAE Servicing Matrix for the account management of current accounts.
  • Responsible for scheduling account visits as outlined in the Servicing Matrix Schedule and the NAE standards. 
  • Responsible to work with the AM’s and AE’s to work through/resolve issues in a current account.  When necessary, bring Director of Training and Income Development and Vice President into the discussion for additional input and direction.
  • Proper delegation of your sales related tasks through Inside Sales Manager and inside sales team.
  • Accountable to meet NAE's annual production forecast.
  • Managing assigned Dealer’s and Agencies remittance trends.
  • Accountable for keeping your expenses within the established guidelines.
  • Live by the NAE Standards, TMR, Service Visit Reports and Serving matrix, when applicable. 
  • Maintains consistent and accurate records of all documents that pertain to your accounts on the server.
  • Responsible to work with the Accounting depart. on all accounting issues related to your assigned accounts.
  • Responsible to work with the Claims depart. on claim issues related to your assigned accounts.
Qualifications and Education Requirements:
  • Strong computer skills including proficiency with Microsoft Office, CRM Software and internal software systems.
  • High School diploma or equivalent.
  • Problem resolution experience.
  • A strong sales aptitude.
  • 5+ or more years’ experience in an automotive sales related environment.
Preferred Skills:

  • Attention to detail and quality of service to our clients.
  • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
  • Excellent communication skills, both verbal and written.
  • Excellent in building relationships and partnerships.
  • A strong sense of urgency and a desire to succeed.
  • Driven by Integrity.

APPLY ONLINE, CLICK HERE
Claims Assistant 
At this time a Claims Assistant is needed to support the claims process and work towards an efficient flow while maintaining C.Q.S.E.  The Claims Assistant will serve as a primary back-up to the to various teams within the Claims Department to help ensure service levels are met while providing the utmost customer service.   This position works under immediate supervision and guidance from team members. 

We are hiring for the following schedule:
Monday-Friday 11:00 am- 8:00 pm and Saturday 9:00 am- 5:00 pm (one day off during the week TBD)

Role and Responsibilities:
  • Support the claims process by assisting and being responsible for the following:
  • Respond to inbound calls (general questions and claims requests) in a timely manner using the utmost professionalism.
  • Gather information from customers, service advisors and dealers to help adjudicators make the best decision possible. Provide the email/fax to have customer send over.
  • Guide both customers and repair facilities through the claims process.  Explain the information needed to process the claim as efficiently as possible.
  • Take detailed notes of conversations. Provide that information in the contract as well as OAMS.
  • Help to determine if an agreement is still valid for the Warranty Forever® programs (auto and motorcycle) as needed.
  • Confer with team lead/supervisor when unsure of how to guide a customer.
  • Escalate irate customers to supervisor.
  • Communicate with the mechanical claim adjudicators regarding agreement status in a timely fashion.
  • Cross-reference records with the internal system for pre-authorizations.
  • Process Prepaid Maintenance claims.
  • Gather information (ask “The 5 Ws”), request estimate, inform customer of process.
  • Answer incoming ancillary contract questions (both from repair facilities and customers).
  • Gather any additional information needed such as pictures prior to authorizing claims.
  • Pull maintenance schedules (utilize Edmunds or manufacturer resources); fill out maintenance sheet.
  • Ensure understanding, and always be aware of and follow special procedures that may be in place per Dealer Notes.
  • Request any additional information that is needed to make the best possible decision.
  • Gather information to assist dealers with prepaid maintenance redemptions.
  • Process claims payments on Saturdays (for applicable schedules).
  • Proactively learn, understand and apply consistent and accurate claims processes.
  • Actively communicate with all team members any necessary updates regarding outstanding items/issues to ensure the primary responsible associate is up-to-date.
  • Assist with the processing of RV maintenance as needed.
  • Strive to enforce and live the NAE /NWAN Philosophy of CQSE each day.
  • Other duties as needed.

Qualifications and Education Requirements:
  • High School Diploma or equivalent.
  • At least one year previous customer service experience; preferably over the phone in addition to in person (in an auto retailer).
  • Strong computer skills especially in navigating the internet and conducting research.
  • Ability to effectively communicate with diverse audiences.
  • Strong problem solving skills.
  • Clear demonstration of positive customer service skills.
  • A high level of organizational skills.
  • Proven ability to type at least 25 wpm with 100% accuracy.
  • Process-driven.
  • Organizational skills
  • Demonstrated high level of attention to detail.
  • Demonstrated ability to accurately document a recap of each situation which allows the reader to have a vision of the situation at hand.

Preferred Skills:
  • Strong understanding of all contracts administered by NAE.
  • Previous claims administration experience.
  • Ability to listen and identify customer needs and concerns.

APPLY ONLINE, CLICK HERE

 Claims Customer Service Representative 
At this time a Claims Customer Service Representative (CSR) is needed to  assist customers in understanding the terms, conditions and processes of the contracts they hold. The CSR responds to inbound calls in a timely manner while providing the utmost customer service.

We are hiring for the following schedule:
11:00 am- 8:00 pm (4 days of the week TBD) and Saturday 9:00 am- 5:00 pm

Role and Responsibilities:

  • Respond to inbound calls in a timely manner using the utmost professionalism.
  • Guide customers through the claims process. Explain the information needed to process the claim as efficiently as possible.
  • Take detailed notes of conversations. Provide that information in the contract as well as OAMS.
  • Pull contract up in the system.
  • Help to determine if an agreement is still valid for the Warranty Forever® programs (auto and motorcycle) as needed.
  • Handle general question calls while keeping CQSE in mind.
  • Refers to Dealer Notes for guidance on a regular consistent basis.
  • Confers with team lead/supervisor when unsure of how to guide a customer.
  • Escalates irate customers to supervisor.
  • Process Prepaid Maintenance claims as needed.
  • Assist with the processing of RV maintenance as needed.
  • Strives to enforce and live the NAE/NWAN philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • Previous customer service experience; preferably over the phone in addition to in person.
  • Strong computer skills especially in navigating the internet and conducting research.
  • Ability to effectively communicate with diverse audiences.
  • Proven ability to understand terms and conditions of the contracts that NAE/NWAN administers.

Preferred Skills:

  • Previous exposure to auto/RV warranties.
  • Strong understanding of all contracts administered by NAE.
  • Strong problem solving skills.
  • Strong communication skills both written and verbal.
  • Ability to navigate through multiple computer software programs.

APPLY ONLINE, CLICK HERE
Claims Payment Specialist
At this time a Claims Payment Specialist is needed to process claim payments in an efficient manner by cross referencing labor and parts prices, verifying the accuracy of final orders and paying claims utilizing an electronic claim payment system and over the phone.   
We are hiring for the following schedule:
Monday-Friday 11:00 am - 8:00 pm

Role and Responsibilities:

  • Analyze final RO’s against original claims authorization. (Cross reference labor & parts prices)
  • Update miles on claim if final repair order comes over different than when claim was started.
  • Mark dealer up-sells in the system by selecting the check box.
  • Provide the one-time use credit card to the repair facility using VPAY.
  • Call the repair facility and pay claim by giving the credit card number and approved amount when applicable. (Goodwill Claims)
  • Forward Florida & Wisconsin claims over to Assurant for special payment processing.
  • Send check payment requests over to Accounting Department.
  • Forward reimbursement requests to the claims team.
  • Request the credit card receipt is faxed over to 440-848-8536.
  • Run the settlement report daily.
  • Run the failed fax report twice per day.
  • Mark the claim paid in the system by the information in the settlement report.
  • Match the credit card receipts with the original claim and attach the receipt to the claim.
  • Dispatch incoming emails to claims team.
  • Run the weekly pre-paid maintenance reports on Monday’s.
  • Process vendor invoices.
  • Scan various documentation as support to the claims team.
  • Dispatch RV maintenance to the pre-authorization team.
  • Draft letters to RV customer when email addresses are not provided or upon customer request.
  • Update the system on Friday’s using the unpaid claims report.
  • Assist with overflow calls with the Cancellations & Transfers.
  • Strives to enforce and live the NAE/NWAN  Philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • At least 2 years of prior customer service experience.
  • High level attention to detail.
  • Strong customer service and communication skills.
  • Proficient in Microsoft Excel and other Microsoft programs.
  • Ability to maintain confidential information.

Preferred Skills:

  • Understanding of claims process and procedure

APPLY ONLINE, CLICK HERE
Contract Receipt Specialist  
At this time a  Contract Receipt Specialist is needed for taking in and maintaining all incoming contracts.  Log contract and payment remittance information in spreadsheets.  Generate and review reports to be sent on a daily basis.  Relies on instructions and pre-established guidelines to perform the functions of the job.  Works under immediate supervision.

We are hiring for the following schedule:
Monday-Friday 10:00 am - 7:00 pm

Role and Responsibilities:

  • Take in and sort all incoming mail to identify all contracts and checks.
  • Create batch entry sheets accurately with the information provided on the checks and contracts.
  • Log all incoming contracts onto contract receipt spreadsheet and send a daily email to company.
  • Log and scan all invoice checks for accounting.
  • Enter and log all APC contracts, payments and cancellations. Follow-up on contracts needing payment.
  • Log all ACH payments into ACH spreadsheet.
  • Create batch sheets for all accounting product invoices.
  • Back-up Contract Processing with entering contracts or reports.
  • Strives to enforce and live the NAE/NWAN Philosophy of CQSE each and every day.

Qualifications and Education Requirements:

  • High School diploma or equivalent.
  • High attention to detail and accuracy.Previous related experience.
  • Previous related experience.

Preferred Skills:

  • Excellent customer service skills.
  • Ability to work in a fast pace environment.
  • Disciplined to work independently.
  • Good communication skills, both verbal and written.
  • Ability to communicate and work with multiple personalities.
  • Able to multi-task with accuracy and efficiency

APPLY ONLINE, CLICK HERE

Dealer Processing Specialist 
At this time a Dealer Processing Specialist is needed for  processing the final phase of dealership setup in a timely and accurate manner by generating cost schedules consistent with internal checklists while verifying for completeness.  Create rate cards based upon approved pricing within the software to be tested for external and internal use.  Maintains accurate records of information confidential in nature, performs tasks within strict deadlines and relies on pre-established guidelines to perform the functions of the job.

We are hiring for the following schedule:
Monday-Friday 10:00 am - 7:00 pm

Role and Responsibilities:

  • Build and approve rate cards and assumption sheets as needed.
  • Process the final phase of dealership setup timely and accurately by generating cost schedules consistent with internal checklist while verifying for completeness. 
  • Notify and follow-up with CRM team for additional information needed to complete set-up.
  • Maintain internal commission schedules to ensure all parties are paid properly.
  • Load, map and maintain the consumer forms library.
  • Ensure that all reinsurance and retro positions are setup accurately.
  • Process all dealership and agency cancellations in the Agent Commissions system.
  • Other job duties as assigned individually such as:
  • Manage outside vendor relationship and reconciliation
  • Upload all electronic remittances
  • Manage SPP re-rate process
  • Maintain the master pricing guide by product
  • Add Lender Data to Agent Commissions Table
  • Evaluate Lender Maintenance and make appropriate changes
  • Maintain and distribute weekly the missing information report
  • Maintain and distribute weekly the unprocessed contracts report
  • Other miscellaneous daily/weekly/monthly management reports
  • Strives to enforce and live the NAE/NWAN Philosophy of CQSE each and every day.

Qualifications and Education Requirements:

  • Strong computer skills including proficiency with Microsoft Office.
  • High School diploma or equivalent.
  • Attention to detail and accuracy is an absolute must.
  • Two or more years of experience in accounting or strong mathematical aptitude.

Preferred Skills:

  • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
  • Critical thinking with an emphasis on reconciliation of accounts.
  • Excellent communication skills, both verbal and written.
  • Ability to communicate and work with multiple personalities.
 Gap/Theft/NUNL and Ancillary Claims Assistant
At this time a Gap/Theft/NUNL and Ancillary Claims Assistant is needed to be responsible for providing administrative assistance to the Claims Adjudication of GAP/Theft/NUNL claims in an accurate, timely and professional manner.  In addition, this position will work as a back-up to the Ancillary Claims team by handling calls in a timely and professional manner.

We are hiring for the following schedule:
11:00 am- 8:00 pm (4 days of the week TBD) and Saturday 9:00 am- 5:00 pm

Role and Responsibilities:

  • Respond to inbound callers providing assistance and direction regarding the collection of documentation.
  • Open claims, attach documentation and notate set-up in OAMS.
  • Manage incoming correspondence received via mail, fax or email.
  • Log and track missing information by customer.
  • Prepare follow-up letters necessary to obtain proper documentation.
  • Log and document 3rd party claim notifications and payments.
  • Filing and other administrative duties as needed.
  • Works as a back-up to the Ancillary Claims team by doing the following:

·         Answer incoming ancillary contract questions (both from repair facilities and customers).

·         Understand and inform the customer.

·         Schedule repair/replacement windshields.

·         Accurately process claims for all ancillary products.

·         Gather any additional information needed such as pictures prior to authorizing claims.

·         Provide detailed notes of conversations in both the contract and OAMS.

·         Communicate information with dealer.

  • Strive to enforce and live the NAE Philosophy of CQSE each and every day.

Qualifications and Education Requirements:

  • Strong computer skills including proficiency with Microsoft Office, navigating the internet and conducting research.
  • High School diploma or equivalent.
  • Excellent customer service skills and the ability to quickly identify and respond to customer needs.
  • Proven attention to detail and accuracy.
  • Analytical in nature.
  • Strong mathematical aptitude.
  • Extremely organized.
  • Previous customer service experience; preferably in an auto dealership or over the phone.
  • Strong problem solving skills.
  • Ability to navigate through multiple computer software programs and the Internet.
  • Strong written communication skills (ability to “paint picture with words” through attention to detail).
  • Process-driven

Preferred Skills:

  • Ability to work in a fast paced environment.
  • Disciplined to work independently and work in a team environment.
  • Driven by integrity.
  • Capable of identifying and resolving issues.
  • Good communication skills, both verbal and written.
 Marketing Coordinator
At this time a Marketing Coordinator is needed for  coordinating the creation and design of new marketing materials, which include sales presentations, marketing advertisements, and website design to maintain consistent branding for NAE/NWAN. The Marketing Coordinator also reviews industry blogs and assists in the management of NAE/NWAN’s social media presence. 

We are hiring for the following shift:
9:00 am - 6:00 pm, Monday - Friday

Role and Responsibilities:

  • Lead the traffic flow of creative design projects and job prioritization.
  • Review requests and manages projects within the project management software.
  • Follow up with Graphic Designers on job progress and provide project updates.
  • Maintain organization in the project management tool for all Marketing projects.
  • Inform Manager of incomplete projects when nearing deadline.
  • Is a liaison between the requestor and Marketing team to fully ensure understanding of the request and communicates amongst all involved/need to know.
  • Manage all timelines related to all print and ePromo .html advertising deadlines.
  • Work with Product and Marketing Manager on the following tasks, amongst others:
  1. Creation of new ad concepts for review by the CEO and President.
  2. Special company marketing campaigns to increase brand awareness and market share.
  3. Provide concepts for custom materials used at trade shows and for client facing company events.
  4. Prepare content for the monthly/quarterly agent newsletter, to be designed by a Graphic Designer.
  • Regular deployment of content on all company social media sites including LinkedIn, Facebook, Twitter and other social media outlets.
  • Perform internet searches on the Company and products, watching and responding to blogs from customers, other vendors, etc.
  • Update content of sales and marketing presentations for sales team and business partners that are consistent with the companies’ branding initiatives.
  • Upload marketing material updates to OAMS website including agency support materials, dealer support materials, the OAMS shopping cart, internal associate support materials and others as assigned.
  • Assist in the content creation of all support material related to NAE/NWAN’s suite of products.
  • Aid in maintaining the look of the Company’s marketing website through page content creation and existing updates as well as placement of new marketing materials.
  • Strives to enforce and live the NAE Philosophy of CQSE each and every day.
  • Other duties as assigned.

Qualifications and Education Requirements:

  • Bachelor’s degree in Marketing or at least 2 years previous work experience in a related field.
  • Experience in using Microsoft software to include Word, Excel, Power Point and Outlook.
  • Demonstrated ability and success to increase productivity and continuously improve methods.
  • Expert in internet and social media strategy.
  • Demonstrated ability to see the big picture and provide useful advice and input.
  • Ability to manage and execute multiple projects at the same time.

Preferred Skills:

  • Critical thinking skills.
  • Experience utilizing a project management software tool.
  • Well-developed organizational skills and the ability to successfully manage multiple issues and demands.
  • Excellent communication skills, both verbal and written.
  • Excellent customer service skills. Ability to quickly identify and respond to external customer needs.
  • A strong sense of urgency and a desire to succeed.
  • A creative mindset, helping to design and achieve a strong branding image for the company

APPLY ONLINE, CLICK HERE
Mobile/Web Developer 
At this time a Mobile/Web Developer is needed for developing, implementing and maintaining dependable web and mobile applications through careful analysis, design and recommendations based on a thorough knowledge of supported systems and business rules.

Role and Responsibilities:

  • Works closely with the Lead Mobile Developer to coordinate, plan, develop and maintain new and existing mobile applications using Xamarin Studio, C#, Microsoft Web API and SQL Server
  • Provides secondary support for web application development using C# and ASP.NET WebForms
  • Effectively works and communicates with business users to understand both department and business processes
  • Recommends system solutions by comparing advantages and disadvantages of different approaches
  • Completes assigned mobile and web application development tasks by coordinating requirements, schedules and activities with the Department Coordinator and other team members
  • Monitors and updates assigned software tickets; accurately estimates and tracks time spent on assigned tasks
  • Integrates systems by implementing database architectures, server scripting and web services
  • Troubleshoots development and production problems across multiple environments and operating platforms
  • Performs deployments of application releases to iTunes Store and Google Play
  • Provides rotating weekend support
  • Updates job knowledge by staying current with mobile and web development technologies, participating in educational opportunities and reading professional publications
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests
  • Develops knowledge of NAE's unique business rules as they relate to our custom software systems
  • Strives to enforce and live the NAE Philosophy of CQSE each and every day
  • Other duties as requested and assigned

Qualifications and Education Requirements:

  • Bachelor’s Degree in Computer Science or Information Systems required
  • Proven, real-world experience with mobile development using Xamarin Studio and C# for either iOS or Android required
  • Experience with both iOS and Android development a very strong plus
  • Experience with relational database design and SQL queries required
  • Experience with web service terms and concepts required
  • Experience with ASP.NET Web API or ASMX Web Services desired
  • Experience with ASP.NET/C# Web Forms development desired
  • Experience with Microsoft SQL Server and T-SQL desired

Preferred Skills:

  • Excellent analysis, critical thinking and problem-solving skills with great attention to detail and a methodical work style.
  • Strong verbal and written communication skills with the ability to document accurately and thoroughly.
  • Ability to multi-task between projects.
  • Must be able to work independently and in a team environment.

Required Skills:

  • Must be able to quickly learn and support a large, mature and complex code base
  • Must possess a highly developed ability to internalize business rules and connect-the-dots between systems, concepts and industry terms
  • Must be able to deliver logical analysis and conclusions based upon accurate business understanding
  • Must be comfortable in a fast-paced environment and be able to adapt to constant demands of development, analysis and testing
  • Must be able to successfully multi-task between projects
  • Must be able to translate requirements into actionable tasks
  • Excellent analysis, critical thinking and problem-solving skills with great attention to detail and a methodical work style
  • Strong verbal and written communication skills with the ability to document accurately and thoroughly
  • Must be able to work independently and in a team environment

APPLY ONLINE, CLICK HERE
Pre-Authorization Specialist 
At this time a Pre-Authorization Specialist is needed to educate customers on the benefits of returning to the selling dealer as well as gathering information to assist the dealer to find out why a customer isn’t returning to them.

We are hiring for the following schedules:

11:00 am- 8:00 pm (4 days of the week TBD) and Saturday 9:00 am- 5:00 pm
9:30 am- 7:00 pm (4 days of the week TBD) and Saturday 9:00 am- 3:30 pm

Role and Responsibilities:

  • Provide the customer with benefits the selling dealer has to offer.
  • Collect pre-authorization information.
  • Answer maintenance questions via Warranty Forever® contract, Edmunds, website, owner’s manual.
  • Assist in questions pertaining to Warranty Forever® guidelines.
  • Take detailed notes of conversations and enter the notes into the contract and in OAMS.  Enter notes for missing contracts accordingly into the Warranty Forever® spreadsheet.
  • Assist the adjudication team.  When the adjudicators are backed up, pull maintenance schedules, fill out maintenance worksheets to help jumpstart the claim.
  • Pre -Paid Maintenance sheets.
  • RV Maintenance.
  • Successfully convert a minimum of 25% of first-time pre-authorization calls back to the selling dealer on a quarterly basis.
  • Strive to enforce and live the NAE/NWAN Philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • Previous customer service experience.
  • Strong communication skills.
  • Proficient in the use of Microsoft Word and Excel as well as the ability to utilize the Internet as a resource.
  • Attention to details.
  • Multi-tasking.
  • Excellent customer service skills (quickly identify customer’s needs & concerns).
  • Listening skills.
  • Prioritization skills.

Preferred Skills:

  • Familiarity of Warranty Forever®.
  • Ability to listen and identify customer needs and concerns.
  • Previous sales/telemarketing experience.
  • Prior call center experience is a plus.

APPLY ONLINE, CLICK HERE
Receptionist  
At this time a Receptionist is needed for answering a multi-line phone system and accurately handling calls accordingly with the utmost professionalism.  Greets visitors in an upbeat friendly manner.  Is the first positive impression of the company. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision.

We are hiring for the following schedule:
8:00 am - 5:00 pm Monday - Friday 

Role and Responsibilities:

  • Effectively and timely operation of a multi-line phone system.
  • Assists and directs calls in an accurate and professional manner.
  • Maintains an updated knowledge of general business operations/personnel to accurately handle all calls.
  • Answers phone with a positive, enthusiastic manner, using the provided welcome script. 
  • Smiles when answering the phone or greeting a guest or another associate.
  • Provides callers with information such as company address, directions to the company, website link and other related information.
  • Tracks all leads that come through main line.
  • Greets visitors such as clients, potential customers, candidates of employment, vendors and new associates in a warm, enthusiastic and energetic manner.
  • Notifies associates of visitors by properly announcing visitors to associates in an efficient manner.
  • Issues and collects visitor passes and ensures all visitors have signed in/out of visitor log book.
  • Offers all visitors waiting to be helped water and shows them where the restroom is located.
  • Circulates magazines in reception area on a regular consistent basis.
  • Ensures that reception area is neat and organized.
  • Maintains a well-groomed appearance along with a visible smile when interacting with others.
  • Maintains confidentiality and discretion of business meetings, inquiries and other activities that position is exposed to.
  • Listens to voice mails left on main line and forwards to the appropriate associate.
  • Strives to enforce and live the NAE/NWAN Philosophy of CQSE each day.
  • Other job duties as assigned.

Qualifications and Education Requirements:

  • High School diploma or equivalent.
  • Typing speed of at least 25 WPM.
  • Excellent customer service skills.
  • Natural upbeat, positive disposition.
  • Ability to maintain a calm, courteous and professional demeanor at all times.
  • Ability to effectively diffuse an upset customer in order to route them to the proper department.
  • Dependable and reliable to be at office and ready to work at the start of business.
  • Proven ability to interact with all types of personalities in a professional manner.
  • Attention to detail and accuracy.
  • Excellent communication skills, both verbal and written.

Preferred Skills:

  • Attentive to surroundings and needs of others.
  • Ability to work in a fast-paced environment.
  • Disciplined to work independently.

APPLY ONLINE, CLICK HERE
RV Warranty Forever® Admin Support Assistant
At this time a RV Warranty Forever® Admin Support Assistant is needed to ensure that the role and responsibilities for positions supporting the RV Warranty Forever® program are carried out in a timely consistent manner.  Supports both the primary outbound call role and assists in processing RV maintenance records.  Assists other Claims teams as directed when needed.  Works under immediate supervision and guidance.

Role and Responsibilities:

Receives a daily list of items that need to be primary focus of the day as to assist the RV Warranty Forever® support team achieve its goals.  Weekend work typically concentrates on outbound calls.  Assistance to the team includes:

  • Makes outbound calls to new RV Warranty Forever® customers.
  • Attempts to speak to customer over the phone at least three times.
  • Follows a script when initiating conversation.
  • Ensures customers understanding of their maintenance requirements as part of the program.
  • Documents conversation in system
  • Verifies accuracy of customer information.
  • Makes notes regarding additional and revised customer information.
  • Filters calls to RV Adjudicator when necessary.
  • Manages returned mail.
  • Assists in Generating RV Warranty Forever® customer reports.
  • Assists with weekly letters.
  • Assists in sending 1-year maintenance requirement reminder to customer via mail.
  • Accurately and efficiently complete all the steps within the RV process model and update it to reflect overall status.
  • Properly identify missing information and send emails/letters to RV customers to inform them of that missing information.
  • Send emails/letters to RV customers when all maintenance has been received and reviewed and confirm the agreement has been renewed for another year.
  • Update contract system to reflect annual maintenance.
  • Reply to any RV follow-up emails.
  • Take detailed notes pertaining to the RV agreements in OAMS. 
  • Respond to RV customer follow-up calls in a professional manner.
  • Scan and attach records in contract system.
  • Assists other Claims teams as directed by leadership when needed.  This may include:  Customer Service, Cancellations, Claims Payments, Gap/Theft Claims and Ancillary teams.
  • Strives to enforce and live the NAE Philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • Previous customer service experience in a call center environment.
  • Strong communication skills.
  • Proficient in the use of Microsoft Word and Excel as well as the ability to utilize the Internet as a resource.
  • Attention to details.
  • Multi-tasking.
  • Excellent customer service skills (quickly identify customer’s needs & concerns) and previous experience.
  • Listening skills.
  • Prioritization skills.
  • Process-driven.
  • PC Proficiency.

Preferred Skills

  • Excellent customer service skills with the ability to empathize.
  • Energetic and enthusiastic demeanor.
  • Extremely organized.


APPLY ONLINE, CLICK HERE
Senior Claims Adjudicator 
At this time a Senior Claims Adjudicator is needed to protect the interest of the administration company by following the guidelines of each contract NAE/NWAN administers while providing knowledge to the customers and dealers.  Handles all claims calls with a concentration on “large” claims (engines, transmissions and drive-shafts). 
We are hiring for the following schedule:
 9:30 am- 630 pm Monday, Tuesday, Wednesday, Friday, Saturday 9:00 am- 5:00 pm, Thursday off
10:00 am- 7:00 pm ( 4 days of the week TBD) and Sat 9:00 am- 5:00 pm
10:00 am- 7:00 pm Monday, Wednesday, Thursday, Friday, Saturday 9:00 am- 5:00 pm, Tuesday off
10:15 am- 7:15 pm Monday - Friday, Saturday 9:00 am- 5:00 pm
11:00 am- 8:00 pm Monday, Tuesday, Wednesday, Thursday, Saturday 9:00 am- 5:00 pm, Friday off

 Role and Responsibilities:
  • Process Vehicle Service Claims (VSC).
  • Respond to inbound calls in a timely manner using the utmost professionalism.
  • Gather information from customers, service advisors and dealers to help us make the best decision possible.
  • Guide both customers and repair facilities through the claims process. Explain the information needed to process the claim as efficiently as possible.
  • Take detailed notes of conversations. Provide that information in the contract as well as OAMS.
  • Review estimate submitted by repair facility.
  • Review contracts in system.
  • Ensure understanding, is always aware of and follows special procedures that may be in place according to Dealer Notes.
  • Compare coverage on contract to estimate (Pull parts & labor times in Mitchell or search for parts prices by using the internet or manufacturer’s website).
  • Pull maintenance schedules (utilize Edmunds or manufacturer’s resources) fill out maintenance sheet.
  • Request any additional information that you may need to make the best possible decision.
  • Order inspection if required/ discrepancies.
  • Escalate questionable claims to a supervisor.
  • Authorize/Deny claim.
  • Serves as a back-up to claims payments in evenings and/or Saturdays.
  • Answers general question calls.
  • Strives to enforce and live the NAE Philosophy of CQSE each and every day.
  • Other duties as needed.

Qualifications and Education Requirements:

  • High School Diploma or equivalent.
  • Must be Master Certified or Master ASE certified-eligible (and willing to complete while employed with NAE)
  • At least 2 years’ experience as a service writer or technician.
  • Familiarity with Mitchells, Edmunds and Alldata.
  • Problem solving skills.
  • Resourcefulness.

Preferred Skills and Traits:

  • Master ASE Certified.
  • Strong understanding of all contracts administered by NAE.
  • Strong problem solving skills.
  • Detail oriented.
  • Strong communication skills, both written and verbal.
  • Strong listening skills.
  • Relationship builder.
  • Ethical.
  • Patience.
  • Sense of urgency & timeliness.

PEOPLE. PRODUCTS. PERFORMANCE. THE WAY IT SHOULD BE.