Call Center Representative

Safe-Guard Products International•Greenville, SC

1d•Onsite

About The Position

This onsite position supports agents, clients, and customers by adjudicating claims, providing claim status updates, and resolving or escalating customer issues. The role requires effective communication across all levels of the organization. The Claims Support Specialist ensures claims are properly documented and adjudicated according to contract terms and conditions, uses available resources, meets schedule expectations, and informs management of changes.

Requirements

High school diploma or equivalent combination of education and experience.
At least 3 years of experience in customer service, insurance claims, or a call/claims center environment; an equivalent combination of education and experience may be considered.
Strong computer skills and ability to troubleshoot and service policy issues.
Strong interpersonal, analytical, and problem-solving skills.
Superior verbal, written, and communication skills.
Ability to exercise sound judgment when interacting with customers and vendors.
Attention to detail and ability to handle complex situations.
Proficiency with Windows and Microsoft Office products, including Outlook, Word, PowerPoint, and Excel.
Strong attention to detail, punctuation, spelling, mathematics, and grammar, and ability to analyze complex, detailed reports.
Must be authorized to work in the U.S.
Must successfully pass a background check.

Nice To Haves

College degree.
Experience in the automotive industry.
Two years of experience in a high-volume call center.
Two years of experience in automotive insurance or warranty claims.
One year of experience in an automotive repair or technician role.
Bilingual or trilingual ability, including the ability to read, write, and speak English and French in a business setting.

Responsibilities

Handle claims-related calls according to the work schedule and defined performance metrics.
Order inspections when applicable.
Follow claims procedures outlined in training and feedback from Quality Assurance or a supervisor.
Develop and maintain an understanding of clients, agents, and contract terms and conditions.
Understand exceptions based on dealership, agent, or client information recorded in the system.
Escalate issues to a team lead, supervisor, or manager when unable to de-escalate them.
Notify a supervisor when possible fraud is suspected.
Participate in required training.
Record phone calls and transmit claim forms to dealerships or repair facilities.
Manage claim status in the Safe-Guard system.
Receive documentation and organize it by claim number.
Order an appraisal when a claim exceeds the threshold amount or possible fraud is suspected.
Send denial letters to customers and copies to dealerships when necessary.
Send missing-information letters to customers and copies to dealerships when necessary.
Enter notes in the system.
Adhere to Quality Assurance guidelines.
Before sending checks, ensure the dealership premium has been received.
Handle PDR.
Perform other duties as assigned by the Claims Center Manager or Team Lead.