Bilingual Automotive Claims Customer Service Representative

Description

At this time, an Automotive Claims Customer Service Representative (Jr. GAP & Theft Claims Administrator), to provide support to our claims department by handling a large volume of GAP claims calls, which includes providing claim statuses, communicating processes, sending claim forms/procedure sheets, and notices, updating claim status notes. Processing/distributing incoming and outgoing claim documents, opening/assigning new claims, and responding to emails which includes managing general claims email boxes. Perform related functions as assigned. Jr. GAP & Theft Claims Administrator will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.

*Bilingual, English/Spanish Fluency required*

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

*Dealership or Service Background Experience Highly Preferred*

Schedule: Monday - Friday: Full-time, 8:00 am - 5:00 pm. (Farmers Branch, TX office location) This is an in-office position.

Compensation: Starting pay is $17.00 - $18.00 per hour. Depending on experience! Exceptional Benefits!

Essential Functions:

Phone Calls & Customer Service:

• Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change.
• Identify key information about the customer’s contract and answer questions related to coverage and status. If further assistance is necessary, route them to the appropriate personnel for additional assistance.
• Communicate new claims instructions and/or provide claim forms.
• Provide simple claims web navigation support.
• Return after hours voicemail messages and/or distributing them to their intended recipients, first thing every morning and timely during business hours if messages are received.
• Placing outgoing follow-up calls to customers and lenders as needed.
• Respond to all emails sent directly to you within the same business day of receipt.
• Work independently & proactively.
• Provide administrative support to GAP department which may include drafting letters, checking-in received documents, and additional administrative tasks.

Email/Document Distribution and Organization:

• Distribute and sort incoming claims e-faxes, locate corresponding claim, and place e-faxes into the pending documents sections.
• Respond to emails from the general claims’ inbox, locate corresponding claim, and place files into pending document sections when applicable.
• Open all incoming claims mail, locate corresponding claim, scan/save onto shared drive, and place the file into the pending documents sections and maintain file retention policies.
• Open new claims, upon receipt of new claim documents, verifying customer and vehicle matches, and date of loss; assign claims to GAP Claims Administrators.
• Send/Mail Final & Closing Notices.
• 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.

Requirements

Required Education and Experience:

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

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.
• Active listener with 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