Bilingual English/Spanish- Claims Customer Service Representative: GAP & Theft Claims

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
At this time, we are looking for a Bilingual Customer Service Representative (GAP & Theft Claims Administrator I) who will provide support to our claims team by handling a large volume of claims calls and emails, opening new claims, thoroughly and accurately collecting, and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. GAP & Theft Claims Administrator I will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.
*This position prefers English/Spanish Fluency to communicate with our Spanish-speaking customer base effectively*
*Hybrid opportunity after training*
Work Schedule: Monday - Friday 8:30 am - 5:00 pm CSTTraining Schedule: Monday - Friday 8:30 am - 5:00 pm CST
Hybrid Schedule: Weeks 3–8 (Through Month 2): Eligible for up to 1 remote day/week (4 days in-office, Mon–Thurs)Weeks 9–26 (Through Month 6): Eligible for up to 2 remote days/week (3 days in-office, Mon–Thurs)After 6 Months: Eligible for standard 3 remote days/week (2 days in-office, Mon–Thurs), subject to KPI review

Compensation: Starting base pay $19.00 - $21.00 per hour depending on experience. Exceptional Benefits package!

Phone Calls and Customer Service:

• 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.
• Communicate new claims instructions and/or provide claim forms.
• Make outbound calls to collect documents from lienholders, insurance companies, or dealers, when special assistance is required.
• Review and respond to incoming emails within the same business date of receipt with a target of 1-business hour from receipt.
• 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 GAP & Theft Claims Supervisor with various projects.

Claims Management:

• Maintain all new claims, assigned to you and/or your teammates, which includes reviewing and checking in files, updating checklist based on specifications which include, legibility of files, content, new or used vehicle, underwriter, state, etc., updating required fields: date of loss, mileage at the date of loss, type of loss, customer’s address, email, and phone number, updating both online status comments and claim notes, sending courtesy notice and customer checklist.
• Notify management if any escalated attorney, department of insurance, or equivalent files are received.

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.

Required Skills, Knowledge, 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.
• Active listener with the ability to adapt/respond to various types of personalities.
• Receptive to coaching and development.
• Interact effectively with associates, management, and internal and external customers.
• Superior communication skills, both written and verbal
• Demonstrate that you can solve customer problems using creative and effective techniques.
• Maintain confidentiality of sensitive company information and use judgment and tact in applying policies, solving problems, and communicating standards.
• Operate computer hardware and software, including Microsoft Office Suite, and specialized software applications.
• Ability to type at least 65 wpm + Strong 10-key.
• Strong mathematical aptitud