Bilingual Automotive Claims Customer Service Representative

Description

At this time, a Bilingual Automotive Claims Customer Service Representative (Protection Claims Adjuster I) is needed to provide support to our claims department by handling a large volume of claims calls and emails, opening new claims, thoroughly and accurately collecting, and reviewing all claims documents, verifying all requirements have been met, and providing claim status updates. The Protection Claims Adjuster I will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.

*Hybrid Potential after Training!* 

*Bilingual, English/Spanish Fluency Required*

*Administrative, Call Center, Customer Service, or Claims Processing experience is highly desirable*

*Dealership, Warranty Clerk, or Service Advisor Background Experience Highly Preferred*

Schedule: Monday - Friday: 7:00 a.m. - 4:00 p.m. Full-time, (Farmers Branch, TX office location) In Office for 6 months with opportunity for Hybrid after if in good standing

Compensation: Starting Pay from $19.00 - $21.00 per hour. Depending on Work Experience. Exceptional Benefits!

Essential Functions:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Customer Service & Claims Adjudication:

• Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change.
• Answer incoming claims calls, identify key information about the customer’s contract and answer questions related to coverage.
• Place outbound claims calls and communicate follow-up information as needed.
• Communicate new claims instructions and/or provide claim forms.
• Review incoming claim documents assigned to you and/or your teammates.
• Review and respond to incoming emails and text messages within the same business date of receipt with a target of 1-business hour from receipt.
• Gather any additional information needed, such as pictures or ordering inspections, prior to authorizing claims.
• Ensure 100% of all authorized claims are approved by the appropriate parties, prior to authorization.
• Adjudicate claims, in accordance with the applicable agreement terms and state requirements and provide authorization within 1-business hour of receipt if no additional information is required.
• Ensure all claim handling and communication are handled within our desired metrics.
• Provide simple claims web navigation support.
• Maintain professional and technical knowledge.
• Work independently & proactively.
• Assist the Protection Claims Supervisor with various projects.

Processing Claim Payments/Reimbursements:

• Accurately calculate claim payments in accordance with the applicable agreement terms and state requirements.
• Upon receipt of final invoices/repair orders, verify all required information has been provided, verify name, and address of payee, and enter payments into our operating system.
• Utilize and Promote US Bank Credit Card for most claims’ reimbursements.

Claims Quality Control:

• Maintain a minimum score of Job Well Done on the monthly Key Objectives, which includes the following screening: file audits, calls, new claim handling, attendance, and actively participating in monthly 1-on-1’s and coaching and development plans.

Be a Team Player with Other Departments:

• Support other teams.
• Cross-train to gain basic knowledge of other departments within our organization.
• Share ideas that may help with organizational productivity.

Requirements

Required Education and Experience:

• Bachelor’s degree OR equivalent work experience (see below)
• Bilingual in English/Spanish
• 2+ years of clerical/administrative experience
• 2+ years of customer service experience
• 2+ years of call center experience

Required Knowledge, Skills, and Abilities:

• Reliable and punctual.
• Keeps a positive attitude and remains cool under stress.
• Plan, organize, prioritize, and complete projects and assignments in a timely manner.
• Detail-oriented, accurate, and highly organized.
• Displays pride in work.
• Acti