Automotive Claims Customer Service Specialist - Bilingual Preferred
About The Position
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 lifeâs uncertainties. Regardless of where you work within the company, youâll 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:
Requirements
- Bachelorâs 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
- 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
Nice To Haves
- Call Center, Customer Service, or Claims Processing experience is highly desirable
- Dealership or Service Background Experience Highly Preferred
- Bilingual - Spanish is preferred
- 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.
Responsibilities
- Answers incoming claims calls, identifies key information about the customerâs 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
- Accurately enters claim payments in accordance with the authorized amounts and dealerâs 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 claimsâ reimbursements
- Supports other teams
- Cross trains to gain basic knowledge of other departments within our organization
- Shares ideas that may help with organizational productivity
Benefits
- comprehensive health, dental and vision insurance
- support emotional wellbeing through mental health benefits and an employee assistance program
- paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day)
- contributions to healthcare accounts
- a pension plan, and a 401(k) plan with Company matching
- ProHealth Rewards, Protectiveâs platform to improve wellbeing while earning cash rewards
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
