Handle claims related calls per work schedule performing within defined metrics
Order inspection when applicable
Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
Master understanding of clients, agents, and contract terms and conditions
Understand exceptions based upon dealership, agent, or client as noted in system
Escalate issues to team lead, supervisor, or managers when unable to de-escalate
Notify Supervisor when possible fraud is suspected
Participate in all training as required to perform the duties of the role
Keep record of the phone call and transmits claim form to Dealership or Repair Facility
Drive the status of the claim within the Safe-Guard system
Receive documentation and organize by claim number
Order an appraisal when claim is over threshold amount or possible fraud
Send denial letter to customer and copies dealership if necessary
Send missing information letter to customer if document is missing and copies Dealership if necessary
Notate the system
Adhere to Quality Assurance Guidelines
Prior to sending checks out, must ensure premium is first received from Dealership
Performs other duties as assigned by the Claims Center Manager or Team Lead PDR handling

Prior experience in a high-volume call center environment is strongly preferred.
Demonstrated ability to exercise sound judgment and resolve customer issues efficiently.
Experience or background in hospitality or customer service.
Solid understanding of call handling metrics and Service Level Agreements (SLAs).
Proven experience managing 70–90 calls per day across various call types (e.g., payments, escalations, general inquiries).
Strong de-escalation skills with a focus on professionalism and customer satisfaction.
High school diploma required; post-secondary education (associate or bachelor’s degree) preferred.
Proficiency with CRM systems and basic computer applications (e.g., Microsoft Office, Outlook, Word, PowerPoint & Excel).
High level of integrity and attention to detail in documenting customer interactions.
Consistent use of best practices in call documentation to support case management and follow-up.
Ability to multitask across systems and tools while maintaining smooth call flow.
Strong emotional intelligence and empathy for customers.
Effective problem-solving and critical thinking abilities.
Strong interpersonal, analytical and problem-solving skills.
Superior verbal/written skills and communications skills.
High attention to detail, good punctuation, spelling, mathematical, grammar, analyze complex-detailed reports.
Must be authorized to work in the U.S
Must be able to successfully pass a background check

Customer Support Specialist

Key skills