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Volkswagen Financial Services · 1 month ago

Claims and Process Specialist Sr.

Reston, VA

Full-time

Onsite

Senior Level

7+ years exp

Volkswagen Financial Services is a subsidiary of Volkswagen Group, focusing on providing mobility solutions for its brand partners. The Claims and Process Specialist Sr. is responsible for managing the insurance claims process, ensuring efficiency and compliance, while also developing process guidelines to support operational excellence. This role involves collaboration with various stakeholders and requires strong analytical skills to optimize claims operations.

Customer ServiceFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Work closely with VWFS Customer and Dealer Operations to build and effectively run all operational processes of the branded financial protection products for Volkswagen, Audi & Ducati customers in the US market – product activation and lifetime contract management, including issue resolution and case management

Review and process insurance claims from initiation to resolution, ensuring accuracy and timeliness

Investigate claims to determine validity, coverage, and liability

Analyze documentation and data to assess damages and identify potential fraud

Negotiate settlements with claimants, legal representatives, and other insurers

Resolve disputes and escalate complex cases as needed

Maintain detailed records of claims activities and outcomes

Develop and update claims handling procedures and process documentation

Ensure compliance with industry regulations (e.g., provincial insurance laws, privacy standards)

Monitor adherence to internal claims guidelines and recommend improvements

Conduct audits and quality assurance reviews to identify gaps and training needs

Collaborate with legal and compliance teams to align claims processes with regulatory changes

Work with third-party administrators (“TPA”), insurance companies, and consultants to develop and maintain solid business structures and processes in line with internal process requirements and maintenance of third-party lender-related processes, including managing Vendor PO’s and Payments, and managing CLIP Fees and Reporting

Program Manual Updates as required by the business unit

Liaise with policyholders, brokers, adjusters, and legal counsel to gather information and resolve claims

Provide guidance and training to claims staff on process standards and best practices

Support cross-functional initiatives to improve claims efficiency and customer satisfaction

Track and report on claims trends, performance metrics, and operational KPIs

Identify areas for process optimization and automation

Prepare reports and recommendations for senior management

Qualification

Claims management systemsData analysisProcess guidelines developmentInsurance policy knowledgeFraud detection techniquesSAS/PythonSQLProject managementAnalytical thinkingProblem-solvingCommunication skillsCollaboration skills

Required

7+ years of OEM / Financial Services experience related to automotive and/or financial products and services with a focus on operations, business process management and data management

Experience in developing and implementing process guidelines or SOPs

Familiarity with regulatory frameworks such as IFRS 17, privacy laws, and insurance compliance standards

Minimal travel – 5%

Role may require occasional/seasonal work outside of normal working hours

Bachelor's degree in business administration, Finance, Insurance, or a related field

3-5 years of project management and / or business process modelling experience

Preferred

3–5 years of experience in insurance claims processing or claims operations

3-5 years of professional experience specific to operations of automotive financial protection products

Master's Degree in a related field

Professional certifications such as: Associate in Claims (AIC), Certified Claims Professional (CCP), Chartered Insurance Professional (CIP) (preferred), Project Management Certification / PMP

Company

Volkswagen Financial Services

Glassdoor4.0

Volkswagen Financial Services has been helping drivers around the world with their journey to owning a new Volkswagen. It is a sub-organization of Volkswagen Group.

Founded in 1955

Herndon, Virginia, USA

10001+ employees