Bilingual English/Spanish Automotive Claims Customer Service Representative at protective

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 Bilingual Automotive Claims Customer Service Representative (Protection Claims Adjuster I) will provide support to our claims department by handling a large volume of claims calls and emails, opening new claims, thoroughly and accurately collecting, and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. The Protection Claims Adjuster I will provide exceptional customer service, carry out key administrative duties and perform other related functions as assigned by management. Compensation: $20.00 - $22.00 hourly, non-exempt. Exceptional Benefits! Schedule: Monday - Friday, 7:00 am - 4:00 pm CST Hybrid Work Schedule: (Based on Performance & Expectations) Subject to change based on business needs. First 4 Weeks: Must report to the Farmers Branch, TX office Following initial first 4 weeks in office: A staggered increase of work from home days up to a maximum of 3 days WFH (6 months) Essential Functions: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. Customer Service & Claims Adjudication: • Answer incoming claims calls, identify key information about the customer’s contract and answer questions related to coverage • Place outbound claims calls and communicate follow-up information as needed • Communicate new claims instructions and/or provide claim forms • Review incoming claim documents assigned to you and/or your teammates • Review and respond to incoming emails and text messages within the same business date of receipt with a target of 1-business hour from receipt • Gather any additional information needed, such as pictures or ordering inspections, prior to authorizing claims • Ensure 100% of all authorized claims are approved by the appropriate parties, prior to authorization • Adjudicate claims, in accordance with the applicable agreement terms and state requirements and provide authorization within 1-business hour of receipt if no additional information is required • Ensure all claim handling and communication is handled within our desired metrics • Provide simple claims web navigation support • Maintain professional and technical knowledge • Work independently & proactively • Assist the Protection Claims Supervisor with various projects Processing Claim Payments/Reimbursements: • Accurately calculate claim payments in accordance with the applicable agreement terms and state requirements • Upon receipt of final invoices/repair orders, verify all required information has been provided, verify name, and address of payee, and enter payments into our operating system • Utilize and Promote US Bank Credit Card for most claims’ reimbursements Claims Quality Control: • Maintain a minimum score of Job Well Done on the monthly Key Objectives, which includes the following screening: file audits, calls, new claim handling, attendance, and actively participating in monthly 1-on-1’s and coaching and development plans Be a Team Player with Other Departments: • Support other teams • Cross train to gain basic knowledge of other departments within our organization • Share ideas that may help with organizational productivity Required Knowledge, Skills and Abilities: • Bilingual in English/Spanish • 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 Required Education and Experience: • 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 Experience: • Knowledge and experience within the automotive or insurance industry This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. Employee Benefits:   We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.    Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans. Accommodations for Applicants with a Disability: If you require an accommodation to complete the application and recruitment process due to a disability, please email [Upgrade to PRO to see contact]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process. Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process. We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.