Claims Representative

Job Title: Product Safety/Liability – MX/CE Operation Specialist

Pay rate: $ 25/hr on W2

Location: Plano, TX

Work schedule: Onsite Monday through Friday (ONSITE)

Length of Assignment: 6 Months to start & subject to extensions

Job Description:

Education and Years of Experience:

• College Graduate
• 3~5 Years

Top Skills:

• Customer Care Experience (Call Center) /Claims Management Experience / Insurance Claims or Adjuster background beneficial

Job Description Summary

• PL Operation Specialist will contribute to team’s growing need of business intelligence, insights/dashboard management, strategic development, customer experience, and related best practices
• Maximize customer satisfaction by providing prompt actions to customer’s need and obtain quality photos/data to determine root cause of claim to defend or accommodate customer’s claim
• Provide efficient solutions to customer-facing agents by developing and operating guide and contents
• Use various tools/dashboard/systems to quantify the agent’s performance of customer care and develop appropriate actions to improve performance and quality
• Spanish speaking agent recommended but not a requirement.

Job Description

• [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process
• [Quality Management] Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers
• Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Identify/resolve bottleneck of customer care status and resolve with internal/external stakeholders (HQ, BPO, PI, etc.).
• Manage inbound packages and inventory transfer
• Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items

Main R&R

• Case management for MX/CE claims
• CE Tender management
• Pending Management (KPI, LTP)
• Case Tracker Management for special issue
• CPSC claim management (Customer care/tracker) (CE)
• Monitoring FCCM report quality (ACQ/OS Reports)
• Special Projects
• Customer Care Resolution
• EnR Submission/Management
• Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed