Bilingual English/Spanish Automotive Claims Customer Service Representative
8 days ago
Farmers Branch
Job DescriptionThe 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. The Bilingual Automotive Claims Customer Service Representative (Protection Claims Adjuster I) will 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 claim 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. Compensation: $20.00 - $22.00 hourly, non-exempt. Exceptional Benefits! Schedule: Monday - Friday, 7:00 am - 4:00 pm CSTHybrid Work Schedule: (Based on Performance & Expectations) Subject to change based on business needs.First 4 Weeks: Must report to the Farmers Branch, TX officeFollowing initial first 4 weeks in office: A staggered increase of work from home days up to a maximum of 3 days WFH (6 months) 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: • 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 is 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 projectsProcessing 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’ reimbursementsClaims 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 plansBe 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 productivityRequired Knowledge, Skills and Abilities:, • Bilingual in English/Spanish, • 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 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 hoursRequired 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 Preferred Experience: