Bilingual Claims Support Representative

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.

About the role

The Bilingual Claims Support Representative (GAP & Theft Claims Administrator I) will provide support for our claims by handling a large volume of claims calls and emails, opening new claims, thoroughly and accurately collecting and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. This role will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.

Schedule

• Monday through Friday, 8:30 a.m. to 5:00 p.m. EST
• Hybrid work arrangement: work from home on Tuesday, Thursday, and Friday; onsite at the Strongsville, Ohio office on Monday and Wednesday
• Initial training conducted onsite at the Strongsville, Ohio office, Monday through Thursday

Responsibilities

Phone Calls & Customer Service

• Uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change
• Answer incoming claims calls, identify key information about the customer’s contract, and answer questions related to coverage
• Communicate new claims instructions and/or provide claim forms
• Make outbound calls to collect documents from lienholders, insurance companies, or dealers when special assistance is required
• Review and respond to incoming emails within the same business date of receipt with a target of 1 business hour from receipt
• Ensure all claim handling and communication is handled within desired metrics
• Provide simple claims web navigation support
• Maintain professional and technical knowledge
• Work independently and proactively
• Assist the GAP & Theft Claims Supervisor with various projects

Claims Administration

• Maintain all new claims, assigned to you and/or your teammates, including reviewing and checking in files
• Update checklist based on specifications (legibility of files, content, new or used vehicle, underwriter, state, etc.)
• Update required fields: date of loss, mileage at date of loss, type of loss, customer’s address, email, and phone number
• Update both online status comments and claim notes
• Send courtesy notice and customer checklist
• 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, including file audits, calls, new claim handling, attendance, and active participation in monthly 1-on-1’s and coaching and development plans

Team Collaboration

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

Requirements

• Reliable and punctual
• Positive attitude and ability to remain cool under stress
• Ability to plan, organize, prioritize, and complete projects and assignments in a timely manner
• Detail-oriented, accurate, and highly organized
• Active listener with the ability to adapt/respond to various types of personalities
• Receptive to coaching and development
• Ability to interact effectively with associates, management, and internal and external customers
• Superior communication skills, both written and verbal
• Demonstrated ability to 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 65 WPM with strong 10-key skills
• Strong mathematical aptitude
• Operate a calculator and related office equipment
• Proven ability to multi-task and handle interruptions
• Ability to work flexible hours

Qualifications

• Bachelor’s degree or equivalent work experience
• 2+ years of clerical/administrative experience
• 2+ years of customer service experience
• 2+ years of call center experience

Preferred Skills

• Bilingual in English/Spanish
• Knowledge and experience within the automotive, insurance, or auto financing industry

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 as 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 extended 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

Benefits

• Comprehensive health, dental, and vision insurance
• Mental health benefits and an employee assistance program
• Paid time away benefits (paid time off, paid parental leave, short-term disability, and a cultural observance day)
• Contributions to healthcare accounts
• Pension plan
• 401(k) plan with Company matching
• ProHealth Rewards platform to improve wellbeing while earning cash rewards

Pay

Targeted compensation for this position is $19.00 - $20.00 hourly/non-exempt. Actual salaries may vary depending on factors including but not limited to job location, skills, and experience. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.