Claims Manager

Claims ManagerThe Claims Manager leads AAA Parking's company-wide claims function, overseeing the investigation, evaluation, and resolution of auto liability and general liability claims across all markets. This role serves as the company's primary point of contact for insurance carriers, legal counsel, repair facilities, and affected guests, and is responsible for driving claims to fair, well-documented, and cost-effective resolution. The Claims Manager also leads customer service escalations tied to claims and oversees company-wide claim-prevention programs, partnering closely with Operations leadership to protect the company's assets, reputation, and bottom line.Claims Investigation & ResolutionReview, investigate, and make determinations on all auto liability, general liability, and property damage claims submitted through the claims management database, based on evidence, policy, and prudent risk judgment.Conduct and/or coordinate physical vehicle damage inspections, ensuring assessments align with accepted repair standards and OEM guidelines.Communicate directly with customers, repair facilities, insurance carriers, medical providers, rental companies, and appraisal firms to move claims toward resolution.Serve as the primary liaison to the company's insurance carrier for complex or high-exposure claims, while managing the substantial majority of claim volume in-house.Body Shop & Vendor RelationshipsBuild and maintain relationships with repair facilities and national collision repair networks to secure preferred labor rates, part pricing, and expedited service for customers.Evaluate repair estimates and quotes for accuracy and adherence to accepted repair processes, ensuring vehicles are restored to pre-loss condition.Negotiate nationwide and regional vendor agreements to control repair costs and improve customer turnaround time.Manage the insurance rental-replacement process in partnership with third-party rental vendors for customers with covered vehicle damage.Legal & Litigation SupportManage claims that escalate to legal action, including responding to attorney inquiries, assisting with discovery, drafting responses to interrogatories, and representing the company in depositions and court proceedings.Coordinate with outside counsel and carrier legal/claims teams throughout the litigation lifecycle.Maintain thorough, well-documented claim files that support and defend all claim decisions.Financial & Vendor Billing OversightInitiate check requests for claim-related payments, routing each request with full supporting documentation for executive review and approval.Audit monthly carrier billing statements for claims paid on the company's behalf, identifying and resolving billing errors or duplicate charges.Loss Prevention, Training & Program ManagementOwn and administer company-wide loss-prevention incentive programs designed to reduce claim frequency across properties, and report progress to leadership on a recurring basis.Develop and maintain claims-related training content for new hires and ongoing refresher training on claim prevention and reporting procedures.Partner with Operations leadership to maintain and update the company Safety Manual and related safety resources.Team LeadershipSupervise Claims Coordinator, overseeing claim intake, rental coordination, monthly reporting, and day-to-day customer inquiries.Serve as an escalation point for customer service issues that are unresolved at the property or coordinator level.Qualifications5+ years of experience handling auto liability and general liability claims, including hands-on vehicle damage appraisal or inspection experience.Working knowledge of OEM repair standards and collision/body shop repair processes.Demonstrated experience managing claims through litigation, including discovery, interrogatories, depositions, and coordination with legal counsel.Experience using a claims management database or comparable claims software.Strong negotiation skills with repair facilities, vendors, and insurance adjusters.Excellent written and verbal communication skills, including the ability to de-escalate difficult customer interactions with professionalism and empathy.Valid driver's license and ability to travel to client properties, repair facilities, and salvage yards as needed.Prior experience as an auto damage appraiser with an insurance carrier.Experience auditing third-party carrier billing and identifying billing discrepancies.Bachelor's degree in a related field, or equivalent professional experience.Work Environment & Physical RequirementsOccasional attendance at court proceedings, depositions, and carrier claim reviews.Primarily an in-office role based at AAA Parking's Atlanta corporate office.