Description

JOB SUMMARY:

This is a non-exempt position. The Project Support Specialist receives, distributes, and tracks all incoming repair claims (primarily for Core Claims) through program and non-program sources. He/she will also be responsible for complete and accurate data entry (new jobs) for all assigned offices. The Project Support Specialist will be responsible for answering inbound calls through their assigned branches as well as the call center. This position will support their assigned branches Core Claims Department with document processing, weekly reporting, etc. This person must keep open & continuous communication with branch employees, managers, etc. This position will require occasional holidays, occasional Saturdays and overtime as needed. This position reports to a local branch manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties will include, but are not limited to:

• Project Support Specialist distributes new repair claims (assignments & non-assignments) to Core Claims Project Managers based on a rotation set up by the Branch Lead/Branch Manager
• Enter jobs into Dash for all lines of service for your assigned branches
• Audit jobs in Dash for all lines of service for your assigned branches to ensure complete and accurate data in accordance with company requirements
• Answer incoming calls through assigned branches and the call center with the highest level of customer service
• When answering phones, accept/decline “call in” requests per current company process/guidelines
• Assist Core Claims Project Managers with Guild Survey reminder calls to customers
• Upload $0 estimates in accordance to USAA guidelines
• Responsible for assisting all assigned Core Claims Project Managers with DocuSign document shipment to customer
• Project Support Specialist uploads documents into Dash (work authorizations, waivers, etc.) for assigned Core Claims Project Managers
• Responsible for assisting assigned Core Claims Project Managers with collection of Subcontractor packets (ensure complete info) prior to submission to Corporate Office
• Responsible for weekly reporting for POMS, Compliance tasks/Compliance manager, branch volume, etc.
• Answer requests from TPA’s, adjusters and Branch Managers about the status of scheduling/customer contacted or $0 upload status.
• Responsible for updating current response times (in SharePoint) for all lines of service for your assigned branches
• Other duties as assigned with approval from the Manager of Call Center & Scheduling and the Service Line Director of Core Claims

SUPERVISORY RESPONSIBILITIES:

This position has no supervisory responsibilities.

Qualifications

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Applicant must possess a high school diploma. Six months to one year related customer service experience and/or training; or equivalent combination of education and experience.

Must have a pleasant and friendly mannerism in the office and contact with customers on the telephone.

LANGUAGE SKILLS:

Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Demonstrate the ability to write routine reports, correspondence and the ability to speak effectively to customers and/or employees of organization.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of database, Internet, spreadsheet, and word processing software.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a professional office setting. The noise level in the work environment is usually moderate.