Claims Support Specialist

Primary Job Functions

• Manage a high volume of inbound calls from customers, dealers, and repair facilities regarding Auto Warranty claims and coverage questions.
• Review Auto Warranty contracts to verify eligibility for coverage, including checking terms, mileage limits, exclusions, waiting periods, and effective dates.
• Confirm financing and payment status to ensure the contract is active and valid before proceeding with claim actions.
• Read and interpret adjuster notes to understand claim status, required documentation, pending actions, and authorization details.
• Take action based on adjuster direction by updating claim files, requesting additional information, sending forms, or providing next steps to the caller.
• Provide clear and accurate explanations regarding what is and is not covered, based on contract language and claim findings.
• Offer timely claim status updates by reviewing claim notes, uploaded documents, and all relevant system information.
• Handle customer and dealer concerns professionally, offering solutions, setting clear expectations, and escalating when appropriate.
• Document all interactions and updates thoroughly in the claims system to ensure accurate and complete claim records.
• Follow all Auto Warranty claims procedures, communication standards, and regulatory guidelines.
• Meet expectations related to quality, documentation accuracy, call handling, and customer satisfaction.

Skills & Competencies Required

• Spanish fluency/Bilingual (a plus)
• Intermediate knowledge of Windows-based computer programs
• Exceptional customer service and communication skills
• Strong phone contact handling skills and active listening
• Customer Orientation and ability to adapt/respond to different types of characters
• Strong multi-tasking, prioritization, and time management skills