GAP Product and Claims Administrator

General Description (SUMMARY, Scope, Purpose)

The GAP Product and Claims Administrator is responsible for the administration, operational and claims support of the GAP, ADR and VPP/Theft product offerings. This role ensures efficient policy administration, effective claims processing, and excellent customer service, while maintaining compliance with all relevant regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Process GAP insurance applications and ensure accurate entry into the system.
• Manage policy documentation, including issuing certificates, endorsements, and cancellations. While keeping accurate records of all policies, ensure data integrity, and security within the product administration systems.
• Manage the end-to-end claims process timely, ensuring accurate claim intake and settlements to resolution, while maintaining detailed claim records.
• Review and validate claim documentation, ensuring all necessary information is provided.
• Coordinate with customers, lenders, dealerships, and insurance providers to facilitate claims processing. While providing exceptional customer service to lenders, agent, customers, dealerships, and internal teams.  
• Handle inquiries and resolve issues related to coverage, cancellations, claims, and policy details.
• Assist lenders, customers and dealerships with claims submissions and follow up on claim status.
• Conduct regular audits of GAP and policy documentation to ensure accuracy and completeness, that comply with federal, state, and local regulations
• Stay updated on changes in laws and regulations affecting the GAP product suite.
• Prepare regular reports on policy counts, claims, cancellations, and other key metrics for use by management, accounting, and the carriers.
• Analyze data to identify trends and opportunities for process improvement. To provide insights and recommendations to management based on analysis.
• Develop and update training materials and guides for internal and external use. While assisting in training agent and lender staff on GAP/ADR/VPP processes and procedures.
• Support sales teams with training, materials, and product information.
• Manage and update the GAP administration system to ensure it reflects current policies and claims.
• Collaborate with product development teams, IT, and other departments to enhance existing product suite, develop new offerings, and resolve technical issues.
• Gather and analyze feedback from lenders, carriers, customers and dealerships to identify areas for product improvement.
• Other duties as assigned.

The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned by management, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Detail oriented
• Ability to supervise office operations and multiple tasks
• Requires a working knowledge of Windows computer environment & Office software 
• Training and management experience
• Ability to work in fast-paced, multi-tasking environment
• Prior data analysis experience
• Knowledge of mortgage agreements, and lending practices
• Prior P&C Insurance, Mortgage, or Forced Placed Insurance related experience.
• Requires a high school diploma or equivalent

Licensing or certification Requirements

Current, active property and casualty insurance adjuster’s license for the State of Texas required.

PHYSICAL DEMANDS

Working Conditions:

• Office environment
• Full-time position

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

QUALIFICATIONS

• Bachelor’s degree preferred.
• Minimum of 2-4 years of experience in insurance administration, claims, automotive finance, or a related field.
• Strong knowledge of GAP, ADR and VPP/Theft products and administrative processes.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong organizational and time management skills.
• Attention to detail and accuracy.
• Ability to work independently and as