Essential Functions:

Phone Calls & Customer Service:

• 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.
• Communicate new claims instructions and/or provide claim forms.
• Make outbound calls to collect documents from lienholders, insurance companies, or dealers, when special assistance is required.
• Review and respond to incoming emails within the same business date of receipt with a target of 1-business hour from receipt.
• 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 GAP & Theft Claims Supervisor with various projects.

Claims Administration:

• Maintain all new claims, assigned to you and/or your teammates, which includes reviewing and checking in files, updating checklist based on specifications which includes, legibility of files, content, new or used vehicle, underwriter, state, etc., updating required fields: date of loss, mileage at date of loss, type of loss, customer’s address, email, and phone number, updating both online status comments and claim notes, sending courtesy notice and customer checklist.
• Notify management if any escalated attorney, department of insurance, or equivalent files are received.

Claims Quality Control:

• Maintain a minimum a 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.

• 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)
• Knowledge and experience within the automotive, insurance, or auto financing industry
• Proven ability to multi-task and handle interruptions

• 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 extended 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