"Alerted.org

COMPANY BACKGROUND

Love. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.

SUMMARY

Manages reporting, systems, and support needs for the Claims Helpline staff. Provides day-to-day direction, leadership, and support to Claims Team Training Supervisor and indirectly to the Claims Helpline staff. Defines, reviews, and improves business processes related to the Claims Helpline and claims processing.

Maintains responsibility for the design, development, implementation, and evaluation of training for the Retailer Claims Department. This includes initial delivery, remediation, refresher training, and just-in-time training.

Creates and maintains data analytics and reports to proactively support claims by identifying, analyzing, and relaying data analytics and information regarding claims or product issues and trends to appropriate departments within SOA.

Clearly presents information through the spoken or written word, reads and interprets complex information, and communicates effectively with retailers, field staff, other department teams, and external contacts as needed relating to claim escalations or policy questions.

PRIMARY RESPONSIBILITIES

+ Develops, manages, and reviews work of assigned staff. Completes mid-year and annual reviews for staff, in consultation with Service Operations Manager.

+ Manages projects as assigned by the Service Operations Manager relating to warranty extensions, system upgrades, process improvements, and other claims-related initiatives per business needs. Collaborates with other managers within functional area on system issues, improvements, and upgrades.

+ Uses understanding of claims policies and procedures as a subject matter expert for retailers, field, and other departments in order to resolve escalated questions and/or issues related to claim system processing and policy.

+ Addresses questions relating to claims functions from the field staff, Customer Advocacy, Parts, Field Quality Assurance, and other Subaru of America (SOA) groups along with North American Subaru, Inc. (NASI) and Subaru Corporation (SBR).

+ Analyzes claims data using statistical techniques; implements and maintains databases; identifies, analyzes, and interprets trends from the data; and maintains claims monthly reports including dashboards and other data.

+ Acts as liaison to IT department for day-to-day system needs and for upgrades and other initiatives. Maintains responsibility for working with IT department staff to define, test, and implement ongoing maintenance and enhancements, and to be the claims team subject matter expert for systems.

+ Creates and delivers training programs to improve the retailer and field staff experiences via assessment of department performance and needs. Assesses and ensures that all learning programs support adult learning principles and are aligned to department goals and objectives, evaluates the programs’ effectiveness, and makes corresponding improvements.

+ Determines implementation plans, schedules, resource needs, and supporting logistics for delivery of training initiatives.

+ Serves as point person for escalated claims system or phone issues.

+ Works with the Claims Team Training Supervisor to provide scorecard data for quality reviews.

ADDITIONAL RESPONSIBILITIES

+ Attend training classes relating to the product and leadership skills development.

+ Monitors call and claim volume through claims system and call system. Assists with calls and claims processing as needed during times of high volume or during unexpected staffing shortages. Works with Claims Team Training Supervisor to reassign claims from high- to low-volume areas as needed.

REQUIRED SKILLS AND PERSONAL QUALIFICATIONS

+ Strong leadership capabilities and experience managing a multi-functional team.

+ Strong written and verbal skills.

+ Extensive background in claim processing and/or claims operations.

+ Strong training and facilitation experience in classroom or online setting.

+ Knowledge of and practical application of adult learning theory and instructional design principles.

+ Strong data analytics, data management, and Excel experience.

+ Strong working knowledge of all system applications related to claims processing, including the claims system, Subarunet, Retail Parts Management (RPM), the Labor Time Guide (LTG), and the Electronic Parts Catalog (EPC).

+ Ability to function in fast-paced, high-volume work environment.

+ Retail warranty and/or service experience.

WORK ENVIORNMENT

+ Hybrid Role: Remote work 2 days per week (After 90 Days Onboarding)

+ Travel: 10-20%

EDUCATION/EXPERIENCE REQUIREMENTS: 4-Year College Degree (BA, BS) and 6-8 years experience

COMPENSATION: The recruiting base salary range for this full-time position is $92100 - $120000 / year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training. (Internal Job Grade: M1)

WHY JOIN US? In addition to competitive salary, Subaru offers an amazing benefits package that includes:

Total Rewards & Benefits:

+ Medical, Dental, Vision Plans

+ Pension, Profit Sharing, and 401K Match Offerings

+ 15 Vacation days, 5 Floating Holidays, and 5 Sick days, and 9 Company Holidays

+ Tuition Reimbursement Program: $15,000 yearly benefit

+ Vehicle Discount Programs

Learning & Development:

+ Professional growth and development opportunities

+ Direct partnership with senior leadership

+ Formal Mentorship Program

+ LinkedIn Learning License

Visit our Careers landing page for additional information about our compensation and benefit programs.