Sr Total Loss Customer Care Specialist

RBGlobal•Westchester, FL

38d•Remote

About The Position

IAA, an RB Global Inc. Company is seeking a Sr. Total Loss Customer Care Associate to join our team. This position can be located anywhere in the United States. Occasional travel to a local facility is required. In this position, you will be responsible for understanding and supporting the process of obtaining vehicle title transfer paperwork required to process salvage on behalf of our vehicle providers. Effective candidates will assist all necessary vehicle owners and stakeholders to keep them informed of the process, answer questions while leveraging the tools provided to drive best in class outcomes.

Requirements

4 or more years prior auto insurance claims handling experience
Must possess the ability to craft sound and concise sentences and exhibit superior customer service
Must be able to type 40+ WPM
Must be detail-oriented with all assigned work
Display a team player mannerism
Provide excellent customer service
Be a quick learner who is highly organized and adaptable and open to change
Have strong research and problem-solving skills
Ability to work under pressure and meet deadlines
Ability to adapt to constant change

Responsibilities

Responsible for all files assigned with the timely and accurate processing of title documentation/information
Review of all documentation while identifying the proper flow of title documentation to proceed accordingly
Ensure timely contacts are made on inventory, utilizing system queues/prompts via phone, email, fax, USPS, or FedEx (Lienholders, Owners, Ins. Providers, State Regulated Agencies, Title Clerks, Attorneys, etc
Maintain an organized workspace/area that is conducive to the overall success of the department
Promptly/professionally/accurately handle inbound calls
Maintain clear, consistent, and timely email communication with both internal and external customers to resolve outstanding concerns and ensure timely completion of tasks
Accurately review and disposition of all documents received
Complete files within the expected timeline set forth by leadership
Accurately enter system notes in a clear, concise, and professional written style of communication.
Maintain a consistent level of expected KPIs (Key Performance Indicators: Title Problem Levels, certain hours per day of Phone Campaign Login, etc.)
Ability to complete all tasks assigned within your shift
Possess knowledge of Provider Specific Requirements
Assist with other functions and/or duties as needed
Duties are subject to change, based on business needs