APCO Holdings, LLC

Customer Retention Specialist

• Handle Payment and Non-Payment Customer Inquiries
• Manage, Oversee, and Maintain Customers Payment Plans
• Proactively contact customers to help maintain their payment plans
• Maintain multiple email inboxes
• Cancel and Reinstate Contracts, with an emphasis on Retention
• Work with the APCO Customer Service Team as needed
• Work with PPS financing vendors as needed
• Work with financial institutions to settle and dispute customer reported chargebacks
• Understand detailed payment/cancellation limitations, processes, and procedures
• Handle and assist with Reconciliations
• Completing monthly reports and duties
• Complete special projects when requested by management
• Assist all other PPS departments as needed
• Handle PPS Accounts Payables
• Handle PPS Transactional Mail
• Posting Payments in CRM
• Complete Daily Activity Report

Retention Specialist

Customer Support

• Support Sales Teams and Agents by providing best in industry services across all products and brands
• Directly support a specific region of the Sales Team and assist with all other Sales Support team functions
• Provide expedient and friendly resolution to all field inquiries via email, helpdesk, and phone
• Champion a continuous improvement mindset and propose, design, and/or implement innovative solutions
• Build and maintain relationships with sales representatives
• Proactively assist sales representatives in identifying and securing new business opportunities
• Expediently respond to inbound inquiries and facilitate requests with other internal departments
• Provide accurate and current rate cards upon request
• Assist with securing all accurate and necessary paperwork and documentation in a timely fashion
• Aid in the preparation for new client pitches including training and development of materials
• Provide custom reporting as needed for all sales initiatives
• Participate in the pursuit, communication, training, facilitation, and development of materials needed for all new product launches
• Engage in after-hour assistance and solutions to external clients
• Ensure timely, accurate, and consistent file documentation
• Drive for superior customer experiences
• Establish positive and productive relationships with internal and external stakeholders
• Maintain a depth of knowledge regarding facets of the business including online systems and claims
• Engage in special projects, process improvements, and system enhancements as needed
• Assist with other tasks and/or provide back-up to Dealer Support Team as needed
• Embrace and support all core values

Sales Support Specialist

Claims Specialist

• Field customer service and claims calls, emails, and faxes efficiently and courteously
• Manage claim files through prompt evaluation, timely follow up, and thorough research
• Examine and interpret, adjust and approve claims for payment based on contract language, terms and limitations
• Handling escalating adjustment and denial claim calls and determine if those calls need further escalation
• Interact with Claims Payment, Administration, Customer Service and other Departments as required
• Take special care to observe all special agent and dealer arrangements
• Type an accurate diary of events into the claim comments to make communication with other claims department employees easier
• Other administrative tasks as assigned by Supervisor

Claims Adjuster – Specialty Lines

• Review and verify RV mechanical breakdown claims for coverage, service history, and eligibility across motorized and towable units (Class A/B/C motorhomes, fifth wheels, and travel trailers).
• Evaluate component failures across RV systems, including: Chassis/Powertrain: gas & diesel platforms (e.g., Ford, Freightliner, Spartan), steering/suspension, braking.
• House Systems: 12V DC/120V AC electrical, inverters/converters, solar/charging, multiplex wiring, generators.
• HVAC & Appliances: roof A/Cs, furnaces, water heaters, ranges/ovens, refrigerators (absorption/compressor).
• Plumbing & LP: fresh/gray/black water systems, pumps, valves, LP regulators & lines.
• Coach Features: slide-outs, leveling systems, awnings, seals, roofs, windows, and entry steps.
• Collaborate with repair facilities —dealerships, independent shops, and mobile RV technicians—to approve covered repairs and negotiate fair parts and labor using appropriate documentation and diagnostic findings.
• Apply contract terms accurately to determine coverage, depreciation, betterment, and deductibles.
• Calculate repair costs and authorize appropriate procedures (repair vs. replace) based on failure mode, OEM guidance, and safety considerations.
• Communicate decisions clearly and empathetically, ensuring owners, service writers, and technicians understand next steps.
• Manage your call queue efficiently while maintaining detailed, accurate claim documentation in our systems.

Mechanical Claims Adjuster – RV

Actuary

• Provide support for pricing projects
• Compile data to be used in analysis
• Analyze production and loss experience by agent, dealer, plans, classes, terms, and other rating variables to determine key drivers for product performance
• Use actuarial methods to determine proper rate levels by product
• Identify high loss dealers and develop high risk rates for them
• Create write-up of pricing recommendations for leadership review
• Provide support for implementation of new rates
• Prepare underwriting request with supporting documents for carrier review
• Provide rates to Operations for implementation
• Create or update rate cards used by Sales
• Provide loss experience requested by Sales
• Review exception requests from Sales and recommend responses
• Provide support for financial projections and liability estimates including Profit share forecasts
• Calculating buyout offers for agreements with contingent liabilities
• No Charge-Back reserves
• Roadside reserves
• Assist in other tasks as needed
• Setup earnings for new programs
• Review application of earnings curves
• Serve as testing lead for department

Actuarial Analyst

Manager

• Establish and grow strong, long-term relationships with customers by providing best-in-class service
• Ability to design and execute account strategy plans for each major account in order to achieve metrics
• Ability to understand customer needs and challenges and provide and showcase GWC value proposition and product suite of solutions in order to meet those needs and exceed expectations
• Analyze critical information and data to better understand the total picture of each independent dealership in order to provide solution
• Recognize and develop relationships with key decision makers within the account
• Ask the right mix of questions to uncover customer needs and suggest solutions and innovative ideas to address those needs
• Identify customer priorities
• Consistently plan for a successful outcome with each sales call
• Strategize negotiation points and know when to introduce added offerings

Dealer Performance Manager

• Primary account management for smaller dealerships & developing markets
• Work with other District Managers to support larger dealerships and dealership groups
• Management of $1.5M - 2.0M+ Revenue
• Meets established KPIs and expectations of the Role
• Documents required activities in HubSpot
• Operate in Finance and Insurance and Sales Department Automotive retail role effectively
• Effectively demonstrate the APCO F&I process
• District Opportunity Analysis – compiling, preparing, delivering and following through on agreed upon action plan
• Complete knowledge and adherence to dealership and industry compliance, and observance of unique dealership guidelines
• Establish and prepare dealership District development plans oriented toward growing wallet share
• Present proposed action plans to executive managers and business owners
• Prepare and conduct One/One “in dealership” training
• Conduct competency testing with dealership personnel
• MotorTrend implementation and training
• Dealership District monitoring
• Business owner relationship building skills
• Knowledge and effectiveness with all APCO product benefits and assets
• Effectively secure referrals and network
• Develop new dealer relationships that are a win-win
• Document required activities in HubSpot