Bi-lingual Customer Support Representative – Spanish

Role Overview

• This position provides support to agents, clients, and customers by adjudicating claims, providing claims status, and resolving or escalating customer issues.
• Communicate effectively with all levels of the organizations.
• In executing the duties of the role, claims adjuster will ensure the proper documentation, adjudicate per the terms and conditions of the contract, utilizing available resources, and meet schedule expectations informing management of any changes.
• Handling 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 phone calls and transmit claim forms 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 letters to customers and copy dealership if necessary
• Send missing information letters to customers if documents are missing and copy Dealership if necessary
• Notate the system
• Adhere to Quality Assurance Guidelines
• Ensure premium is first received from Dealership before issuing checks

Requirements

• High School Diploma or equivalent
• Minimum 1-2 years of experience in customer service, insurance claims, call/claims center environment.
• Proficient computer skills and the ability to troubleshoot and service policy issues
• Strong interpersonal, analytical and problem-solving skills
• Superior verbal/written skills and communications skills
• Ability to exercise sound judgment when interacting with customers and vendors
• Attention to detail and ability to handle complex situations
• Proficient in Windows and MS-Office Products (Outlook, Word, PowerPoint & Excel)
• High attention to detail, good attendance, spelling, mathematical, grammar
• Ability to analyze complex-detailed reports
• Must be authorized to work in the U.S
• Must be able to successfully pass a background check.

Benefits

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!