The work we do has an impact on millions of lives, and you can be a part of it.
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.
The Automotive Claims Customer Service Specialist (Mechanical Claims Customer Service Specialist) supports our claims department by managing a high volume of calls and emails, assisting customers with contract terms and conditions, initiating new claims, and thoroughly collecting and reviewing claim files. Responsibilities include verifying maintenance and payment issuance requirements; processing claim payments and providing updates on claim and payment statuses. The Specialist will deliver exceptional customer service, perform essential administrative tasks, and carry out additional functions as directed by management.
* Local applicants will be considered as this role does require onsite work at our Strongsville, OH office.
Candidates with the ideal transferable skills listed below will be considered for interview:
- Call Center, Customer Service, or Claims Processing experience is highly desirable
- Dealership or Service Background Experience Highly Preferred
- Bilingual - Spanish is preferred
Compensation:
- Starting pay: $19.00 per hour. Comprehensive Benefits Package!
Work Schedule:
- Schedule: Monday-Friday, 10:30am – 7:00pm EST
- Training Schedule: Monday - Friday, 9:00am – 5:30pm EST
Hybrid Schedule: (Based on Performance & Expectations) Subject to change based on business needs.
- First 2 Weeks: Must report to the Farmers Branch, TX office every day
- Following 2 weeks in office, a staggered increase of work from home days up to a maximum of 3 days WFH at 6 months
Essential Functions:
Customer Service & Claims Establishment:
Strives to uphold Portfolio’s Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change Answers incoming claims calls, identifies key information about the customer’s contract and answers questions related to coverage Places outbound claims calls and communicate follow-up information as needed Communicates new web-claims instructions and/or provide claim forms Establishes new claims and place them in queues for adjudication Reviews and processes incoming claim forms and maintenance records Reviews and responds to incoming emails Ensures all claim handling and communication is handled within our desired metrics Provides claims web navigation support Maintains professional and technical knowledge Works independently & proactively Assists the Mechanical Claims Customer Service Supervisor with various projects
Processing Claim Payments/Reimbursements:
Accurately enters claim payments in accordance with the authorized amounts and dealer’s preferred payment methods Upon receipt of final invoices/repair orders, verify all required information has been provided, verify name, address of payee, and enter payments into our operating system Utilizes and Promotes US Bank Credit Card for most claims’ reimbursements
Be a Team Player with Other Departments:
Supports other teams Cross trains to gain basic knowledge of other departments within our organization Shares ideas that may help with organizational productivity
Education and Qualification Requirements:
Bachelor’s degree or equivalent work experience (see below) 2+ years of clerical/administrative experience 2+ years of customer service experience 2+ years of call center experience
Preferred Skills and Experience:
Bilingual in English/Spanish Knowledge and experience within the automotive or insurance industry Previous exposure to auto/RV warranties Strong understanding of all contracts administered by Portfolio. Reliable and punctual Keeps a positive attitude and remains cool under stress Plan, organize, prioritize, and complete projects and assignments in a timely manner Detail oriented, accurate, and highly organized Displays pride in work Active listener with ability to adapt/respond to various types of personalities Receptive to coaching and development Interact effectively with associates, management, and internal and external customers Superior communication skills, both written and verbal Demonstrate that you can 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 40 wpm + Strong 10-key Strong mathematical aptitude Operate a calculator and related office equipment Proven ability to multi-task and handle interruptions Ability to work flexible hours
Work Environment and Physical Requirements:
Vision acuity required to include close vision, color vision, distant vision, and the abilit