Clint Mumford

Core responsibilities

• Relationship management: Manage a portfolio of auto body shops within the Direct Repair Program (DRP), ensuring they adhere to Farmers' standards and protocols.
• Performance consulting: Review facility performance data and key performance indicators (KPIs). Work directly with shop managers and estimators to develop and implement improvement plans for factors like repair cycle time, customer service, and estimating accuracy.
• Quality assurance and audits: Conduct annual or periodic audits of repair facilities to ensure compliance with the program's technical specifications and certification requirements.
• Claims oversight and settlement: Review estimates submitted by direct repair and non-direct repair facilities. Confirm that estimated damages are consistent with the facts of the loss and negotiate final settlements.
• Estimate review and negotiation: Work within estimating software like CCC ONE to audit repair estimates and payment requests.
• Customer relations: Resolve customer concerns and guarantee that repairs are progressing on schedule.
• Training and mentoring: Provide coaching and training to repair facility employees and may also serve as a mentor to newer adjusters or consultants within Farmers.
• Trend reporting: Communicate performance trends and areas for improvement to Farmers leadership.

Required skills and qualifications

• Technical knowledge: Advanced knowledge of mechanical and auto body repair operations and estimating practices. Proficiency with claims estimating software, such as CCC ONE, is often required.
• Claims experience: Extensive background in auto material damage claims is crucial, including investigation, coverage confirmation, liability determination, and negotiation.
• Communication: Excellent written and verbal communication skills for effective interaction with body shops, customers, agents, and internal teams.
• Consulting and coaching: The ability to consult with and train repair facilities to improve their performance and adherence to program guidelines.
• Organizational skills: Strong ability to manage a high volume of claims and repair facilities, often independently, while meeting company metrics.
• Customer service focus: The role demands a commitment to a positive customer experience, as the consultant's performance directly affects the carrier's reputation.

• Personnel management: Hiring, training, scheduling, and supervising aquatic staff, including lifeguards and swim instructors. They ensure staff are properly certified and that the facility has adequate coverage.
• Operational oversight: Managing the pool's day-to-day functions. This includes balancing cash drawers, handling deposits, and scheduling facility use for public swimming, lessons, and special events.
• Safety and maintenance: Ensuring a safe and clean environment for both staff and the public. Key duties include:Performing chemical analysis and maintenance of the pool water.
  Inspecting equipment and facilities for any issues and reporting maintenance problems.
  Enforcing pool rules and safety regulations with the public.
  Responding to and documenting all accidents and first aid incidents.
  
• Administrative tasks: Maintaining all necessary records, such as attendance and chemical logs, and documenting disciplinary issues and accidents.
• Public relations: Maintaining a positive relationship with the public and potentially attending city meetings when requested.

• Customer Service:Provide outstanding customer service to retail and professional customers, both in-person and over the phone.
• Sales & Orders:Assist customers with product selection, process sales, handle returns, and efficiently manage special orders and out-of-stock items.
• Store Operations:Support store management with daily tasks such as managing inventory, stocking shelves, maintaining store appearance, and processing merchandise returns.
• Shift Management:Take on shift management responsibilities in the absence of the Assistant or Store Manager.
• In-Store Services:Perform basic in-store services for customers, including testing batteries, scanning trouble codes, and installing wipers, where permitted by law.