Concierge Claims Specialist

Winston-Salem, NC, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Professional development opportunities

performance bonuses

Flexible work schedule

Job Description

The organization hiring for the Concierge Claims Specialist role operates within the commercial vehicle service contract and warranty administration industry, specializing in providing comprehensive claims management solutions for medium and heavy-duty commercial vehicles. This company is known for its commitment to delivering exceptional customer service and high-touch account management for its strategic business partners and fleet customers. Focused on ensuring operational efficiency and customer satisfaction, the company integrates technical expertise with proactive claims adjudication to maintain industry-leading service standards. As a trusted partner to fleet operators and commercial clients, the company emphasizes transparency, accountability, and continuous improvement in claims processing to drive both client satisfaction and business performance. Its culture is collaborative and customer-centric, relying on skilled professionals to manage complex claims and maintain long-term strategic relationships.

The Concierge Claims Specialist role is a pivotal position within this environment, designed to manage the end-to-end claims experience for high-profile business partners and fleet customers. Acting as a dedicated relationship manager, the specialist is expected to provide a white-glove, concierge-level service approach tailored to meet the unique needs of each account while maintaining adherence to company policies and contractual requirements. This role demands a deep understanding of diesel and gas engine claims related to medium and heavy-duty commercial vehicles, with responsibilities spanning from initial claim intake through final resolution and payment.

In addition to technical claims evaluation, the Concierge Claims Specialist serves as a liaison between internal leadership, executive stakeholders, repair vendors, and business partners, ensuring alignment of claims strategies with organizational goals and partner expectations. The position is built on independent judgment and decision-making ability, requiring the specialist to adjudicate claims, negotiate repair terms, and collaborate cross-functionally to minimize fleet downtime and control costs. This role also regularly analyzes claim trends and provides strategic insights to improve service delivery and operational processes.

The Concierge Claims Specialist must excel in managing complex, high-visibility claims, demonstrating expertise in assessing diagnostics data, repair estimates, and maintenance histories. With a keen eye for details and exceptional communication skills, the specialist builds strong, trusting relationships with partners, positioning themselves as a trusted advisor and primary point of contact. By proactively managing claim outcomes and providing thorough documentation, the specialist supports both customer satisfaction and informed decision-making at higher organizational levels.

Overall, this is a strategic, multifaceted role requiring a blend of technical knowledge, customer relationship management, negotiation skill, and continuous improvement mindset, ideally suited for candidates with experience in warranty administration or commercial vehicle service contracts in a fast-paced, dynamic environment. The employment type and salary details are not explicitly specified but may be discussed during the recruitment process based on experience and qualifications.

Job Requirements

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
Ability to exercise independent judgment in resolving non-routine, complex, or escalated issues
Strong negotiation, communication, and relationship-management skills
Ability to manage competing priorities 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

Job 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

Job Duties

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
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
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
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