Description

At this time, an Automotive Claims Customer Service Representative (Jr. GAP & Theft Claims Administrator), to provide support to our claims department by handling a large volume of GAP claims calls, which includes providing claim statuses, communicating processes, sending claim forms/procedure sheets, and notices, updating claim status notes. Processing/distributing incoming and outgoing claim documents, opening/assigning new claims, and responding to emails which includes managing general claims email boxes. Perform related functions as assigned. Jr. GAP & Theft Claims Administrator will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management. 

*Bilingual, English/Spanish Fluency required*

*Call Center, Customer Service, or Claims Processing experience is highly desirable*

*Dealership or Service Background Experience Highly Preferred*

Schedule: Monday - Friday: Full-time, 8:00 am - 5:00 pm. (Strongsville, OH office location) This is an in-office position.

Compensation: Starting pay is $16.00 per hour. Exceptional Benefits!

Essential Functions: 

Phone Calls & Customer Service: 

• Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change.
• Identify key information about the customer’s contract and answer questions related to coverage and status. If further assistance is necessary, route them to the appropriate personnel for additional assistance.
• Communicate new claims instructions and/or provide claim forms. 
• Provide simple claims web navigation support. 
• Return after hours voicemail messages and/or distributing them to their intended recipients, first thing every morning and timely during business hours if messages are received. 
• Placing outgoing follow-up calls to customers and lenders as needed.
• Respond to all emails sent directly to you within the same business day of receipt. 
• Work independently & proactively. 
• Provide administrative support to GAP department which may include drafting letters, checking-in received documents, and additional administrative tasks. 

Email/Document Distribution and Organization:

• Distribute and sort incoming claims e-faxes, locate corresponding claim, and place e-faxes into the pending documents sections. 
• Respond to emails from the general claims’ inbox, locate corresponding claim, and place files into pending document sections when applicable. 
• Open all incoming claims mail, locate corresponding claim, scan/save onto shared drive, and place the file into the pending documents sections and maintain file retention policies. 
• Open new claims, upon receipt of new claim documents, verifying customer and vehicle matches, and date of loss; assign claims to GAP Claims Administrators.
• Send/Mail Final & Closing Notices. 
• Notify management if any escalated attorney, department of insurance, or equivalent files are received. 

Claims Quality Control:

• Maintain a minimum score of Job Well Done on the monthly Key Objectives, which includes the following screening: file audits, calls, new claim handling, attendance, and actively participating in monthly 1-on-1’s and coaching and development plans. 

Be a Team Player with Other Departments:

• Support other teams.
• Cross-train to gain basic knowledge of other departments within our organization.
• Share ideas that may help with organizational productivity.

Requirements

 Required Education and Experience: 

• Bachelor’s 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 
• Bilingual in English/Spanish (preferred). 

Required Knowledge, Skills, and Abilities:

• 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.

Preferred Skills: 

• Knowledge and experience within the automotive, insurance, or auto financing industry. 
• Proven ability to multi-task and handle interruptions.

Work Environment and Physical Requirements: 

• Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Ability to frequently sit for long periods of time.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen