First Party Examiner

A Day in the Life

The primary purpose of the FNOL Examiner is to serve as the first point of contact for both Hertz field locations and customers to establish initial claim files. The Examiner is responsible for triaging all incoming documents and calls to determine the appropriate handling of each file, ensuring files are complete, and gathering information from external parties to support accurate decisions regarding referral to HCM, CRU, or closure as a "Rest" file.

The Examiner is also responsible for billing damage claims to customers and/or insurance carriers. This includes determining the appropriate party to bill, selecting the correct correspondence, and identifying the required supporting documentation for initial billings related to U.S. and Canadian subrogation files. Additionally, the Examiner is responsible for maintaining accurate billing files, managing backlog counts, and performing other duties as assigned by the supervisor.

We expect the starting wage to be around $16.85 per hour.

What Will You Do:

- Initially review and set up damage claims for billing or referral to the Liability team.
- Validate appropriate coverage and billing adjustments based on rental agreement information.
- Handle all calls from customers, insurers, and Hertz locations to determine whether information should be added to an existing file, referred to a Third-Party Administrator, or used to open a new file. For new files, ensure all information is documented in the appropriate pre-established format.
- Ensure accurate and timely billing.
- Receive and research written correspondence regarding billing, collections, adjustments, or disputes.
- Meet or exceed assigned individual performance targets.
- Maintain portfolio aging within established guidelines.
- Demonstrate professionalism when interacting with customers and business contacts.
- Maximize collection efforts while maintaining a high level of customer satisfaction.
- Interact with both internal and external customers to resolve outstanding issues in a professional manner.
- Maintain accurate and complete documentation of all collection activities.
- Develop a systematic approach for account reviews and collection calls.
- Partner with Customer Relations when addressing sensitive account issues.
- Partner with Hertz Sales when addressing sensitive account issues.
- Escalate accounts when financial instability or risk is identified.
- Respond to inquiries within 24 hours to maintain excellent customer service.
- Perform other duties as assigned by the supervisor or manager.

What we are looking for:

- Minimum high school diploma or equivalent; some college education preferred.
- Experience in an office environment working with others. Preferably a large office in which working through others is necessary.
- Working knowledge of Microsoft Word and Excel.
- Ability to work independently
- Basic mathematical skills
- Analytic capabilities for decision-making
- Excellent communication skills
- Time Management

What You’ll Get:

- Up to 40% off the base rate of any standard Hertz Rental
- Paid Time Off
- Medical, Dental & Vision plan options
- Retirement programs, including 401(k) employer matching
- Paid Parental Leave & Adoption Assistance
- Employee Assistance Program for employees & family
- Educational Reimbursement & Discounts
- Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical