Role Description

Are you a mechanically inclined problem-solver with a strong grasp of numbers and a passion for helping others? Are you looking for more work-life balance and a team culture that truly values your success? At CNA National, we’re seeking Remote Ancillary & GAP Claims individuals who are experienced in automotive repair, service advising, or F&I—and who excel in both customer service and analytical thinking. This is your opportunity to apply your industry knowledge in a more balanced, rewarding, and remote-friendly role.

You’re a Great Fit If You...

• Love delivering top-tier customer service and resolving problems quickly
• Are detail-oriented, analytical, and enjoy working independently
• Have a passion for organization and staying calm under pressure
• Are comfortable in a fast-paced, call-heavy remote work environment

Essential Duties and Responsibilities of a Remote Ancillary & GAP Claims Adjuster:

• Administer and support the processing of claims by interpreting policy coverages, terms, and conditions on various types of ancillary and tire/wheel service contracts, limited warranties, and GAP waivers.
• Handle inbound calls from dealer partners, repair facilities, lenders, insurance companies, and contract holders.
• Proactively pursue information necessary to complete the claims calculations and documentation.
• Document all information accurately to reflect actual circumstances and other important information.
• Keep current on all state-specific contract limitations and restrictions.
• Refer any deviations of contracts and GAP waiver addendums to supervisors.
• Exhibit flexibility for supervisor changes each year to gain a rounded perspective of the department and duties and/or as required by claims management.
• Work in a team environment, assisting team members with job duties as needed.
• Navigate all aspects of Microsoft Office (Outlook, Word, Excel) and other software as needed for the role.
• Other duties as assigned by management.

With Ancillary Contracts and Claims:

• Negotiate claim authorizations with repair facilities, using judgment to determine when to sublet repairs to national service providers and/or supply third-party parts to reduce loss exposure.
• Analyze and investigate supporting documentation supplied by repair facilities and/or claimants.
• Authorize claims within adjuster’s authorization limit, requesting supervisor, team lead, or level 2 approvals when appropriate.
• Communicate with vendors/service providers to order parts, ship parts, or schedule repairs.

With GAP Waiver Addendums:

• Review incoming GAP claim documents and follow up accordingly.
• Identify necessary information to process and complete GAP claims.
• Send written correspondence to finance companies and contract holders.
• Answer GAP customer questions.
• Work collectively with department personnel to finalize GAP claims.

Qualifications

• Proficient in mathematical skills, Adobe Acrobat, and Microsoft Office products.
• Excellent written and verbal communication skills.
• Strong interpersonal skills; maintain confidentiality; remain open to ideas and suggestions.
• Strong analytical & problem-solving skills; identify, resolve problems effectively and timely.
• Exhibit sound and accurate judgment in all internal/external interactions.
• Effective time management skills.
• Ability to work as an effective team member.
• Organized, detail-oriented, and able to work in a fast-paced environment.
• Self-starter, self-motivated, and able to work independently.
• High School diploma or equivalent required.

Benefits

• Competitive annual pay: Starting at $40,000 with eligibility for annual bonus
• Comprehensive onboarding and training program: Promoting strong relationships and positioning new team members to be successful in their role
• Medical, Dental, Vision: Ensuring health and wellness
• Flexible Spending Accounts: Providing financial flexibility
• 401(k) Plan, Paid Time Off: Fostering financial security and work-life balance
• Tuition Reimbursement: Investing in continuous learning
• Employee Assistance Program, Parental Leave, Life Insurance, Short- and Long-Term Disability Plans: Offering support and protection
• Remote Work from Home: Embracing remote work as a strategic commitment to cater to our adjusters’ diverse needs and preferences.

Company Description

Established in 1982, CNA National set out to redefine the service contract industry with a commitment to being the best and doing the right thing. Over 40 years later, we remain true to that vision, evolving alongside the auto industry and delivering top-notch products with exceptional customer service.

At CNAN, our mission centers around prioritizing our customers, placing them at the heart of every endeavor. We are committed to earning their trust, delivering on promises, and showcasing the expertise of each team member. Our organizational culture thrives on challenge and engagement, providing abundant opportunities for employees to learn, grow, and feel a profound sense of significance within our dynamic workplace.