Quick Release Team - APD

Career Opportunity:

A Claims Resolution Representative performs a range of customer service and claim support activities for Auto Physical Damage claims. The primary focus of this role is coordinating the timely release and movement of vehicles that are accruing, or at risk of accruing, storage charges to an approved storage-free location as early as possible in the claim lifecycle. This role supports Auto Physical Damage operations by completing stand-alone, task-based claim activities, allowing claims adjusters to focus on coverage, liability, repair management, and customer experience. Work is performed in a fast-paced, high-volume environment and requires strong communication, prioritization, documentation, and follow-up skills.

Depending on team capacity and business needs, the role may also support additional non-complex claim tasks that fall within established training, procedures, and authority.

Job Responsibilities

• Identify vehicles accruing, or at risk of accruing, storage charges and coordinate their timely release and movement to an approved storage-free location.
• Support claims adjusters by completing task-oriented claim activities that do not require coverage, liability, or repair management judgment.
• Communicate promptly and professionally with customers, vehicle owners, claims adjusters, tow yards, repair facilities, salvage vendors, transportation providers, and other internal and external partners.
• Obtain information, documentation, authorizations, and status updates needed to support vehicle release, transportation, and claim resolution.
• Receive, prioritize, and manage daily assignments, pending activities, follow-ups, and deadlines to meet productivity, quality, and cycle-time expectations.
• Apply appropriate urgency based on storage exposure, customer needs, claim status, and operational priorities.
• Accurately document outreach, decisions, commitments, vehicle location details, movement status, barriers, and next steps in the claim file.
• Address routine issues involving vehicle release, authorization, ownership, vendor coordination, customer concerns, or transportation logistics using established procedures.
• Recognize when a matter exceeds the role’s authority, knowledge, or established process and promptly escalate to the claims adjuster, leader, or appropriate partner.
• Support mitigation of storage charges and avoidable delays by following established claim procedures and advocating for timely, appropriate outcomes.
• Use claim systems, vendor platforms, communication tools, online reference materials, and Microsoft Office applications to complete assigned work accurately and efficiently.
• Based on team capacity and business needs, complete additional non-complex claim support activities, including claims administration, document follow-up, status outreach, activity management, department projects, and other assigned tasks within training and authority.
• Complete applicable licensing, certification, continuing education, and proficiency requirements as required.

Skills for Success

• Strong verbal and written communication skills.
• Customer-focused mindset.
• Strong organizational skills and attention to detail.
• Ability to prioritize work and manage competing demands.
• Sound analytical and problem-solving skills.
• Ability to manage conflict professionally and exercise sound judgment.
• Ability to work independently and collaborate effectively.
• Strong technology aptitude and ability to learn new systems.
• Ability to recognize escalation needs and act with urgency.

What You’ll Learn

Upon hire, team members will receive training and development opportunities to build expertise in:

• Vehicle release and salvage processes.
• Storage mitigation strategies and inventory management.
• Partner and vendor coordination.
• Claims systems, workflows, and documentation requirements.
• Customer communication and issue resolution.
• Claims practices, authority levels, and the vehicle release process within the claim lifecycle.
• Applicable licensing and certification requirements through company-provided training.