Automotive Claims Customer Service Specialist - Bilingual

Position: Automotive Claims Customer Service Specialist - Bilingual Preferred
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.

The Automotive Claims Customer Service Specialist (Mechanical Claims Customer Service Specialist) supports 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.


* Local applicants will be considered as this role does require onsite work at our Farmers Branch, TX office during training *

Candidates with the ideal transferrable skills as listed below will be considered for interview:

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

- Dealership or Service Background Experience Highly Preferred

- Bilingual - Spanish is preferred

Compensation
:

- Starting pay: $19.00 per hour. Comprehensive Benefits Package!

Work Schedule:

- Schedule:

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

- Training

Schedule:

Monday - Friday, 8:00 am - 4:30 pm CST.

Hybrid

Schedule:

(Based on Performance & Expectations) Subject to change based on business needs.

- First 2 Weeks:
Must report to the Farmers Branch, TX office every day

- Following 2 weeks in office, a staggered increase of work from home days up to a maximum of 3 days WFH at 6 months

Essential Functions:

Customer Service & Claims Establishment:

• Answers incoming claims calls, identifies key information about the customer's contract and answers questions related to coverage
• Places outbound claims calls and communicate follow-up information as needed
• Communicates new web-claims instructions and/or provide claim forms
• Establishes new claims and place them in queues for adjudication
• Reviews and processes incoming claim forms and maintenance records
• Reviews and responds to incoming emails
• Ensures all claim handling and communication is handled within our desired metrics
• Provides claims web navigation support
• Maintains professional and technical knowledge
• Works independently & proactively
• Assists the Mechanical Claims Customer Service Supervisor with various projects

Processing Claim Payments/Reimbursements:

• Accurately enters 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 name, and address of payee, and enter payments into our operating system•
• Utilizes and Promotes US Bank Credit Card for most claims' reimbursements

Be a Team Player with Other Departments:

• Supports other teams
• Cross trains to gain basic knowledge of other departments within our organization
• Shares ideas that may help with organizational productivity
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Education and Qualification Requirements:

• 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 Skills and Experience:

• Bilingual in English/Spanish
• Knowledge and experience within the automotive or insurance industry
• Previous exposure to auto/RV warranties
• Strong understanding of all contracts administered by Protective.
• 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…