Automotive Claims Customer Service Representative

Automotive Claims Customer Service Representative Location Lake Forest, CA :

Description:At this time, an Automotive Claims Customer Service Representative ( Protection Claims Adjuster I ) is needed to 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 claims 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. *Call Center, Customer Service, or Claims Processing experience is highly desirable**Dealership or Service Background Experience Highly Preferred**Bilingual, English/Spanish Fluency preferred, but not requirement**Hybrid Potential after Training!* Schedule: Monday - Friday: Full-time, (Lake Forest, CA office location) Compensation: Starting Pay from $20.00 - $22.00 per hour. Depending on Work Experience. Exceptional Benefits! Essential Functions:

• This 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:

• 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 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 are 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 projects.

Processing 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' reimbursements.

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 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.

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

Preferred Skills:

• Bilingual in English/Spanish
• Knowledge and experience within the automotive or insurance industry

Work Environment and Physical Requirements:

• Vision acuity is 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

This 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.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour