Loss Mitigation Level 1 Insurance Specialist

Job Description

The Loss Mitigation team at Gateway Financial Solutions (GFS) aims to mitigate company losses through our commitment to excellence. We adhere to GFS policies and procedures, deliver excellent customer service, and contribute to the company’s primary goals, by fostering a culture of support. Our commitment to excellence drives us to be the BEST FINANCE COMPANY IN EVERY MARKET THAT WE SERVE.

Level 1 Responsibilities

• Provide World Class Customer Service:
• Be solution oriented and helpful to GFS representatives, dealer partners, insurance providers, vendors, and customers
• Maintain politeness and professionalism at all times
• Absorb missing documentation to advance the claim, using voice, text, and email in LiveVox
• Achieve compliance and quality call review scores of 90% or better
• Monitor GFS Primary/GAP Insurance Outlook Inbox
• Regularly monitor incoming emails to shared inboxes
• Maintain organization within shared inboxes
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
• Monitor GFS Insurance Calls, Text Messages, and Emails
• Answer incoming calls professionally and promptly
• Reply to all text messages and emails in LiveVox, ensuring all messages have been resolved by end of day
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
• Review for Vehicle Protection Product (VPP) Coverage
• Review customer’s account and Retail Installment Contract (RIC) to verify GAP claim coverage
• If the customer has a Vehicle Service Contract, Tire and Wheel, and/or Maintenance coverage, send to VPP Specialist for cancellation
• If the customer has GAP coverage, send to the GAP Specialist to process the claim
• Filing Primary Insurance/GAP Claims
• Primary Insurance:
• Run daily list of new claims
• Initiate contact with primary insurance companies to start claims, and verify all required documents are provided by the insurance company
• Upload documentation into Allied CenterPoint (valuation, settlement breakdown, detailed cause of loss letter)
• Follow up with customers to obtain any missing documentation to advance the claim
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
• GAP Insurance:
• Run daily list of new claims
• Gather all necessary documents to file the GAP insurance claim (estimate, police report, settlement breakdown, valuation, primary insurance cancelation or insurance denial letter, and any other necessary documentation required by GAP company)
• Initiate contact with GAP company to start claim via phone, email, or online portal
• Follow up with customer and/or primary insurance company to obtain missing documentation
• Generate payment history to send with GAP documents
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
• Follow Up on Open Insurance/GAP Claims
• Run daily follow-up report
• Follow up with Allied, customers, insurance companies, GAP companies and other third parties and representatives to ensure claims progress (via phone, email, text, and mail)
• Review all claim documents to confirm GFS receives the maximum insurance benefit
• Note the account properly using the templated note, and set appropriate follow-up date and update relevant account fields
• Repo Plus Claims
• Responsible for sorting and filtering list from Allied
• Updating information in the insurance tab with Repo Plus claims, open dates, and closed dates
• Other Responsibilities
• Assist with other duties and projects as business needs arise

Requirements

• A high school diploma or equivalent
• Excellent interpersonal skills including: active listening, empathy, inquisitiveness, and patience
• Strong written and verbal communication skills, with a willingness to learn
• Ability to work independently, and as part of a team
• Strong relationship-building skills
• Solution-oriented mindset
• Proficiency of Microsoft Office (Word and Excel)
• Well organized, detail oriented, and adaptive to change
• Ability to multi-task and maintain attention to detail
• Proficiency in computer & typing skills
• Strong phone skills
• Basic math skills
• Open to giving and receiving constructive feedback