Excess Wear and Tear, Claims Adjuster

Job Description

Job Description

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Job Title: Excess Wear and Tear, Claims Adjuster  

Location: US-GA-Atlanta (Sandy Springs)

FLSA : Non-exempt 

Job Overview :

Looking for a role where no two days look the same? Our Excess Wear and Tear (EWT) team is growing fast, and we're looking for adjusters who thrive on variety and want to grow with us. Today the team supports five programs with two more launching this year. If you like learning new products quickly, solving problems, and being the calm, capable voice on the other end of the line, this role gives you plenty of room to do that.

The adjuster is the front line for agents, dealerships, and customers, handling claim adjudication, status updates, and issue resolution or escalation with strong customer service phone skills. This means communicating clearly and professionally on every call, keeping documentation accurate, applying contract terms and conditions correctly, making good use of available resources, and staying on top of schedule expectations — flagging any changes to management along the way.

Job Responsibilities:

• Manage assigned claims-related calls on schedule while meeting key performance metrics with a customer-centric approach.
• Use strong customer service phone skills to communicate professionally, patiently, and solution-focused with customers, dealers, and agents.
• Keep claim documentation accurate, organized, and easy to track by claim number.
• Follow Quality Assurance guidelines to ensure consistent, accurate file handling.
• Apply training and coaching feedback to improve performance on every call.
• Develop strong knowledge of clients, agents, contract terms, and conditions.
• Support teammates and assist customers when situations require additional help.
• Escalate complex or sensitive issues to the Team Lead, Supervisor, or Manager as appropriate.
• Report suspected fraud to the Supervisor immediately.
• Participate in training and continue building role-specific skills as responsibilities evolve.
• Take ownership of unresolved issues and drive them toward resolution.
• Complete other duties as assigned by the Claims Center Manager or Team Lead.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• High school diploma or equivalent combination of education and experience.
• Strong customer service phone skills, including the ability to communicate clearly, professionally, and patiently in high-volume call environments.
• Ability to manage assigned claims-related calls on schedule while meeting productivity, quality, and customer experience expectations.
• Comfortable using computers, Windows, and Microsoft Office to research information, document claims, and resolve issues efficiently.
• Strong attention to detail, including accurate documentation, grammar, spelling, basic math, and claim number tracking.
• Analytical problem-solving skills with the ability to interpret reports, apply contract terms, and use available resources to support accurate decisions.
• Sound judgment and professionalism when assisting customers, supporting teammates, and escalating complex or sensitive issues.
• Customer-first mindset with the patience, empathy, and follow-through needed to drive unresolved issues toward resolution.
• Adaptable and coachable, with the ability to apply feedback, learn new products, and adjust as processes or priorities change.
• Open availability.
• Preferred: two years of experience in a high-volume call center.
• Preferred: two years of experience in automotive insurance or warranty claims.

Company Benefits: 

• Medical, Dental, and Vision Insurance 
• Flexible Spending Account
• Health Savings Account 
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More! 

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.