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 per hour. 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 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:
- Knowledge and experience within the automotive, insurance, or auto financing industry.
- Proven ability to multi-task and handle interruptions.
Work Environment and Physical Requirements:
- Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.
- Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
- Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
- Ability to frequently sit for long periods of time.
- Ability to hear and talk, both in person and by phone.
- Ability to spend extended hours in front of a computer screen
Job Type: Full-time
Pay: $16.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule: