Bilingual English/Spanish Automotive Claims Customer Service Representative

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.