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Volkswagen Financial Services | U.S. · 1 month ago

Claims and Process Specialist Sr.

Reston, VA

Full-time

Hybrid

Senior Level

7+ years exp

Volkswagen Financial Services is a wholly-owned subsidiary of Volkswagen Group, specializing in accessible mobility solutions for its brand partners. The Claims and Process Guidelines Sr Specialist is responsible for managing and optimizing the end-to-end insurance claims process, ensuring compliance with internal policies and external regulations while supporting operational excellence and revenue targets.

Asset ManagementFinancial ServicesProperty Management

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 analysisInsurance policy knowledgeProcess guideline developmentFraud detection techniquesSAS/Python proficiencySQL skillsProject managementAnalytical thinkingProblem-solving skillsCommunication 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