Automotive Claims Customer Service Specialist

Description

At this time, an Automotive Claims Customer Service Specialist (Mechanical Claims Customer Service Specialist) is needed to support our claims department by managing a high volume of calls and emails, assisting customers with contract terms and conditions, initiating new claims, and thoroughly collecting and reviewing claim files. Responsibilities include verifying maintenance and payment issuance requirements, processing claim payments, and providing updates on claim and payment statuses. The Specialist will deliver exceptional customer service, perform essential administrative tasks, and carry out additional functions as directed by management.

*This a Hybrid Career Opportunity following training and a minimum of 6 months at our Farmers Branch, Texas office*

*Bilingual, English/Spanish Fluency preferred*

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

*Dealership or Service Background Experience Highly Preferred*

Schedule: Monday - Friday, 9:30 am - 6:00 pm CST.

Hybrid Schedule (after 6 months and in good standing): Tuesdays and Wednesdays in the Farmers Branch office.

Training Schedule: 8:00 am - 4:30 pm CST. A minimum of Two Weeks. Based on readiness.

Compensation: $19.00 per hour. Comprehensive Benefits Package!

Essential Functions:

Customer Service & Claims Establishment:

• 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 web-claims instructions and/or provide claim forms.
• Establish new claims and place them in queues for adjudication.
• Review and process incoming claim forms and maintenance records.
• Review and respond to incoming emails.
• Ensure all claim handling and communication is handled within our desired metrics.
• Provide claims web navigation support.
• Maintain professional and technical knowledge.
• Work independently & proactively.
• Assist the Supervisor with various projects.

Processing Claim Payments/Reimbursements:

• Accurately enter claim payments in accordance with the authorized amounts and dealer’s preferred payment methods.
• Upon receipt of final invoices/repair orders, verify all required information has been provided, verify the name, and address of the payee, and enter payments into our operating system.
• Utilize and Promote US Bank Credit Card for most claims’ reimbursements.

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

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 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 40 wpm + Strong 10-key.
• Strong mathematical aptitude.
• Operate a calculator and related office equipment.
• Proven ability to multi-task and handle interruptions.
• Ability to work flexible hours.

Preferred Skills:

• Bilin