Automotive Claims Customer Service Specialist - Bilingual Preferred

The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Automotive Claims Customer Service Specialist (Mechanical Claims Customer Service Specialist) supports our claims department by managing a high volume of calls and emails, assisting customers with contract terms and conditions, initiating new claims, and thoroughly collecting and reviewing claim files. Responsibilities include verifying maintenance and payment issuance requirements; processing claim payments and providing updates on claim and payment statuses. The Specialist will deliver exceptional customer service, perform essential administrative tasks, and carry out additional functions as directed by management.

* Local applicants will be considered as this role does require onsite work at our Strongsville, OH office.

Candidates with the ideal transferable skills listed below will be considered for interview:

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

- Dealership or Service Background Experience Highly Preferred

- Bilingual - Spanish is preferred

Compensation:

- Starting pay: $19.00 per hour. Comprehensive Benefits Package!

Work Schedule:

- Schedule: Monday-Friday, 10:30am – 7:00pm EST

- Training Schedule: Monday - Friday, 9:00am – 5:30pm EST

Hybrid Schedule: (Based on Performance & Expectations) Subject to change based on business needs.

- First 2 Weeks: Must report to the Farmers Branch, TX office every day

- Following 2 weeks in office, a staggered increase of work from home days up to a maximum of 3 days WFH at 6 months

Essential Functions:

Customer Service & Claims Establishment: :
• Strives to uphold Portfolio’s Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change

• Answers incoming claims calls, identifies key information about the customer’s contract and answers questions related to coverage

• Places outbound claims calls and communicate follow-up information as needed

• Communicates new web-claims instructions and/or provide claim forms

• Establishes new claims and place them in queues for adjudication

• Reviews and processes incoming claim forms and maintenance records

• Reviews and responds to incoming email

• Ensures all claim handling and communication is handled within our desired metrics

• Provides claims web navigation support

• Maintains professional and technical knowledge

• Works independently & proactively

• Assists the Mechanical Claims Customer Service Supervisor with various projects

Processing Claim Payments/Reimbursements: :
• Accurately enters claim payments in accordance with the authorized amounts and dealer’s preferred payment methods

• Upon receipt of final invoices/repair orders, verify all required information has been provided, verify name, address of payee, and enter payments into our operating system

• Utilizes and Promotes US Bank Credit Card for most claims’ reimbursements

Be a Team Player with Other Departments::
• Supports other teams

• Cross trains to gain basic knowledge of other departments within our organization

• Shares ideas that may help with organizational productivity

Education and Qualification Requirements::
• 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

Preferred Skills and Experience::
• Bilingual in English/Spanish

• Knowledge and experience within the automotive or insurance industry

• Previous exposure to auto/RV warranties

• Strong understanding of all contracts administered by Portfolio.

• 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

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

#IND123

Employee Benefits:
We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.