What are the responsibilities and job description for the Customer Claims Unit Adjuster, HS5, Risk Management position at Publix?
This position performs the customer event intake function by investigating all reported customer events (approximately 21,000 annually), making initial contact with customers reporting a general liability event, communicating Publix’s liability assessment, settling the appropriate customer events, and securing physical evidence related to customer events.
Primary duties include:
Primary duties include:
- Contacting injured customers by telephone and/or in writing to promote premier customer service and provide quick resolution of claims.
- Investigating reported customer events to ensure all necessary information is accurately captured should the customer assert a claim.
- Successfully negotiating and settling customer claims.
- Managing all shopping cart and property damage claims to ensure timely and equitable resolution.
- Securing physical evidence related to customer events to assist in claims handling and potential litigation.
- Answering incoming calls through the CCU call center.
Required Qualifications:
- High school diploma or its equivalent
- 2 years of customer service or retail experience
- ability to obtain Florida 6-20 All Lines Adjuster License within 6 months of employment as well as reciprocal licenses for all the states that Publix operates in
- 2 years of customer service Or
- 2 years of retail experience
- excellent investigative skills
- excellent analytical skills
- Excellent verbal and written communication skills
- excellent interpersonal skills
- excellent negotiations skills
- Excellent problem-solving skills
- Excellent organizational skills
- Professional telephone etiquette
- Excellent customer service skills in a non-adversarial manner even when customers become aggressive, demanding, or rude
- high degree of maturity, discretion, tact and independent judgment,
- excellent time management skills
- adaptability to adjust to a fluctuating work environment
- ability to manage highly confidential and sensitive information
- basic Microsoft Word, Excel and Outlook skills,
- basic knowledge of the Risk Master Claims System,
- basic knowledge of the Medicare Reporting System, and
- willingness to work overtime, weekends, and/or holidays