Bilingual Automotive Claims Specialist- Spanish/English (Hybrid)

JM&A Group•St. Louis, MO

2d•Hybrid

About The Position

Fidelity Warranty Services, Inc. (FWS), a subsidiary of JM&A Group and part of JM Family Enterprises Inc., is seeking a Bilingual Automotive Claims Specialist to join their customer contact team. This role involves assessing and processing mechanical claims, transitioning from a physical shop environment to a comfortable office setting. The position leverages automotive expertise and knowledge of vehicle mechanics. The company offers competitive benefits, amenities, and growth opportunities.

Requirements

Must be bilingual (Spanish/English) and proficient in handling all inbound calls related to mechanical claims in Spanish.
At least 3 years of proven experience as an automotive mechanic or in a related mechanical field.
A strong understanding of vehicle repair processes and the talent to discuss elements of the repair process with both mechanical and non-mechanical individuals.
Excellent verbal communication skills with the ability to clearly and effectively articulate information to callers, colleagues, and stakeholders over the phone.
Prior success in a customer service role, including experience resolving complex requests and ensuring outstanding customer satisfaction.
Technology proficient in Microsoft Office applications (Email, Teams, Outlook, etc.) and programs used for claims processing, as well as the ability to navigate multiple software systems and monitors while assisting customers on the phone.
Detail-oriented, motivated self-starter with the ability to work efficiently in a fast-paced call center environment with minimal oversight.
High school diploma or GED required.
A high-speed home internet connection and a quiet at-home workspace are required.

Nice To Haves

ASE certification is a plus.

Responsibilities

Utilize in-depth knowledge of vehicle mechanics to evaluate, investigate, and process mechanical claims accurately and efficiently.
Communicate via telephone and email with vehicle contract holders, repair facilities, and other parties, providing exceptional customer service while successfully resolving claim-related requests.
Actively listen to callers’ questions and concerns, demonstrating empathy and compassion to ensure a positive and reassuring experience.
Adhere to all established department processes and utilize company-specific computer systems to maintain detailed and accurate electronic claim-related records.
Collaborate with leaders and other claim analysts to consistently uphold the company’s reputation for honesty, fairness, and excellence in all interactions.