The Bilingual Claims Support Representative (GAP & Theft Claims Administrator I)will provide support our claims 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. GAP & Theft Claims Administrator I will provide exceptional customer service, carry out key administrative duties and perform other related functions as assigned by management.

Essential Functions:

Phone Calls & Customer Service:

• Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change.
• Answer incoming claims calls, identify key information about the customer’s contract and answer questions related to coverage.
• Communicate new claims instructions and/or provide claim forms.
• Make outbound calls to collect documents from lienholders, insurance companies, or dealers, when special assistance is required.
• Review and respond to incoming emails within the same business date of receipt with a target of 1-business hour from receipt.
• 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 GAP & Theft Claims Supervisor with various projects.

Claims Administration:

• Maintain all new claims, assigned to you and/or your teammates, which includes reviewing and checking in files, updating checklist based on specifications which includes, legibility of files, content, new or used vehicle, underwriter, state, etc., updating required fields: date of loss, mileage at date of loss, type of loss, customer’s address, email, and phone number, updating both online status comments and claim notes, sending courtesy notice and customer checklist.
• Notify management if any escalated attorney, department of insurance, or equivalent files are received.

Claims Quality Control:

• Maintain a minimum a 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:

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 65 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 Skills:

Bilingual in English/Spanish (preferred)
Knowledge and experience within the automotive, insurance, or auto financing industry
Proven ability to multi-task and handle interruptions

Work Environment and Physical Requirements:

Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus
Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds
Ability to frequently sit for extended periods of time
Ability to hear and talk, both in person and by phone
Ability to spend extended hours in front of a computer screen