Job Summary

The Subrogation Specialist is responsible for pursuing recovery when an automobile accident results in a vehicle or property loss for a Fleet Response client. This role manages a dedicated caseload from initial investigation through resolution while gathering documentation, evaluating liability, preparing demand packages, negotiating settlements, and coordinating collection or arbitration activity when necessary.

The Subrogation Specialist works closely with clients, drivers, witnesses, insurance carriers, responsible parties, repair facilities, attorneys, collection agencies, and internal departments to maximize recovery opportunities while providing professional and responsive customer service.

Essential Duties and Responsibilities

The essential duties and responsibilities include, but are not limited to, the following:

• Manage a dedicated caseload and ensure all recovery activities align with established client requirements and handling parameters.
• Respond to calls and questions from drivers, clients, repair facilities, responsible parties, insurance carriers, and internal business partners.
• Provide accurate information and deliver professional, responsive customer service throughout the recovery process.
• Collect, review, verify, and upload all required claim-related documentation.
• Obtain driver, witness, and other relevant statements as needed to support recovery efforts.
• Accurately enter required claim information and confirm claim details within the claims management system.
• Review claims to identify recovery potential and conduct investigations to support liability and recovery decisions.
• Pursue subrogation recovery within applicable statutes of limitations.
• Research applicable state laws and regulations to support claim handling and recovery strategies.
• Perform skip tracing and other investigative activities while maintaining consistent follow-up on assigned files.
• Prepare complete and accurate subrogation demand packages in accordance with departmental guidelines.
• Contact responsible parties and insurance carriers to pursue recovery and negotiate settlements on behalf of clients.
• Conduct collection activities in compliance with the Fair Debt Collection Practices Act and other applicable requirements.
• Refer files to collections when appropriate and coordinate with external collection agencies and attorneys.
• Prepare and file arbitration matters when required.
• Communicate with clients to obtain settlement authority, approvals, or additional information as needed.
• Participate in client review meetings and provide updates regarding claim activity, recovery progress, and recommended next steps.
• Review incoming payments and close files in accordance with client expectations and handling parameters.
• Evaluate complex claims and provide detailed recommendations regarding appropriate next steps.
• Process claim-related invoices accurately and within established timeframes.
• Assist with preventability determinations when required.
• Maintain complete and accurate claim notes, documentation, and communication records.
• Meet or exceed established individual and team recovery performance goals.
• Perform other duties and special projects as assigned by management.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Employees may be required to perform duties outside their normal responsibilities as business needs dictate.

Qualifications

Required Qualifications

• Previous customer service, claims, collections, insurance, automotive, or related experience.
• Strong written and verbal communication skills.
• Ability to manage a dedicated caseload and maintain consistent follow-up.
• Ability to investigate claims, evaluate information, and recommend appropriate next steps.
• Basic computer proficiency, including email, internet, Microsoft Office, and business software applications.

Preferred Qualifications

• Previous subrogation, liability, or claims handling experience.
• Experience with bodily injury or workers’ compensation claims.
• Experience negotiating repair disputes, liability challenges, settlements, or recovery matters.
• Experience working with insurance carriers, collection agencies, attorneys, or arbitration processes.
• Knowledge of automotive claims, property damage, fleet management, or collision repair.

Knowledge, Skills & Abilities

• Strong customer service and interpersonal communication skills.
• Excellent written and verbal communication abilities.
• Strong investigative, analytical, and organizational skills.
• Ability to interpret claim documentation, liability information, state requirements, and client parameters.
• Strong negotiation and conflict-resolution skills.
• Ability to communicate professionally with clients, drivers, witnesses, carriers, responsible parties, vendors, attorneys, and internal teams.
• Strong time-management skills with the ability to manage competing priorities and deadlines.
• Ability to work independently while collaborating effectively with teammates and leadership.
• Strong attention to detail and commitment to accurate claim documentation.
• Ability to exercise sound judgment when evaluating recovery opportunities and settlement options.
• Demonstrated dependability, punctuality, professionalism, and accountability.
• Self-motivated with strong initiative and a team-focused approach.

Physical Demands & Work Environment

• Work is performed in a professional office environment.
• Requires prolonged sitting, typing, telephone use, and computer work.
• Must be able to communicate effectively in person and by telephone.
• Occasionally lift or move up to 10 pounds.
• Requires close visual attention to review claim documentation, correspondence, invoices, reports, and computer screens.
• Regular use of hands, wrists, and fingers is required for keyboard and computer tasks.
• Must be able to hear and process detailed information during telephone and in-person conversations.

Work Schedule

Typical work schedules include:

• Monday through Friday, 8:30 a.m.–5:30 p.m.
• Monday through Friday, 8:00 a.m.–4:30 p.m.
• Monday through Friday, 8:00 a.m.–5:00 p.m.

Final schedules are based on departmental needs, business requirements, and manager approval. This position may be performed remotely by employees who reside outside the Northeast Ohio area. Local employees may work from Fleet Response’s corporate office in Hudson, Ohio, in accordance with departmental workplace guidelines.

Why Join Fleet Response

At Fleet Response, our people are at the heart of everything we do. As a family-owned organization and one of Northeast Ohio’s Top Workplaces, we’re committed to creating a workplace where employees feel valued, supported, and empowered to grow. We offer a comprehensive benefits package, including medical, dental, vision, life insurance, disability coverage, a 401(k) with employer contribution, paid time off, workplace flexibility where applicable, and opportunities for professional development.

As a Subrogation Specialist, you’ll play an important role in helping clients recover losses by investigating claims, evaluating liability, negotiating settlements, and moving files toward successful resolution. If you’re investigative, detail-oriented, customer-focused, and motivated by achieving results, we’d love to hear from you.