Bilingual Automotive Claims Customer Service Specialist at Express Systems

Full-timeDescriptionAt Portfolio we pride ourselves on our responsive innovative efficient and sincere service standards (R.I.S.E).We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the claims process.In addition to offering a hybrid work schedule Portfolio offers a comprehensive benefits package:Paid Company HolidaysPaid Time OffHealth/Dental Visions InsuranceLife Insurance & Short-Term DisabilityTuition ReimbursementReferral Bonus401(k)Additional associate perksIf youre ready to be part of a dynamic team that values integrity and excellence apply today and help us redefine the claims experience! Join Our Team at Portfolio!As a Bilingual Automotive Claims Customer Service Specialist youll play a crucial role in protecting the interests of the administration company by following the guidelines of each contract Portfolio administers while providing knowledge to the customers and dealers.Compensation:$21.00 - $22.00 per hour. Commensurate with experience. Comprehensive Benefits Package!Work schedule:Schedule: Monday-Friday 8:30 am - 5:00 pm PST.Training Schedule: Monday - Friday 8:30 am - 5:00 pm PST.Hybrid Schedule: (Based on Performance & Expectations) Subject to change based on business needsOur office is located in Lake Forest CA and must report to the office every day for the first two weeks.Weeks 38 (Through Month 2): Eligible for up to 1 remote day/week (4 days in-office MonThurs)Weeks 926 (Through Month 6): Eligible for up to 2 remote days/week (3 days in-office MonThurs)After 6 Months: Eligible for standard 3 remote days/week (2 days in-office MonThurs) subject to KPI reviewIn Office days to be determinedJob Summary & Objective:The Bilingual Automotive Claims Customer Service Specialist (Jr. GAP & Theft Claims Administrator) will provide support to our claims department by handling a large volume of GAP claims calls which includes providing claim statuses communicating processes sending claim forms/procedure sheets notices and updating claim status notes. Processing/distributing incoming and outgoing claim documents opening/assigning new claims responding to emails which includes managing general claims email boxes. Perform related functions as assigned. Jr. GAP & Theft Claims Administrator will provide exceptional customer service carry out key administrative duties and perform other related functions as assigned by management.*Bilingual English/Spanish Fluency is required**Call Center Customer Service or Claims Processing experience is highly desirable**Dealership or Service Background Experience Highly Preferred*Essential Functions:Phone Calls & Customer Service:Strives to uphold Core Values of Serving People Building Trust Improving Continuously and Embracing Innovation & ChangeIdentifies key information about the customers contract and answers questions related to coverage and status. If further assistance is necessary route them to the appropriate personnel for additional assistanceCommunicates new claims instructions and/or provides claim formsProvides simple claims web navigation supportReturns after hours voicemail messages and/or distributes them to their intended recipients first thing every morning and timely during business hours if messages are receivedPlaces outgoing follow-up calls to customers and lenders as neededResponds to all emails sent directly to you within the same business day of receiptWorks independently & proactivelyProvides administrative support to GAP department which may include drafting letters checking-in received documents and additional administrative tasksEmail/Document Distribution and Organization:Distributes and sorts incoming claims e-faxes locates corresponding claims and places e-faxes into the pending documents sectionsResponds to emails from the general claims inbox locates corresponding claim and places files into pending document sections when applicableOpens all incoming claims mail locates corresponding claim scans/saves onto shared drive and places the file into the pending documents sections and maintains file retention policiesOpens new claims upon receipt of new claim documents verifying customer and vehicle matches and date of loss; assign claims to GAP Claims AdministratorsSends/Mails Final & Closing NoticesNotifies management if any escalated attorney department of insurance or equivalent files are receivedClaims Quality Control:Maintains 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-1s and coaching and development plansBe a Team Player with Other Departments:Supports other teamsCross-trains to gain basic knowledge of other departments within our organizationShares ideas that may help with organizational productivityRequirementsEducation and Qualification Requirements:Bachelors degree or equivalent work experience (see below)2 years of clerical/administrative experience2 years of customer service experience2 years of call center experienceBilingual in English/SpanishPreferred Skills and Experience:Knowledge and experience within the automotive insurance or auto financing industryProven ability to multitask and handle interruptionsReliable and punctualKeeps a positive attitude and remains cool under stressPlan organize prioritize and complete projects and assignments in a timely mannerDetail-oriented accurate and highly organizedDisplays pride in workActive listener with athe bility to adapt/respond to various types of personalitiesReceptive to coaching and developmentInteract effectively with associates management and internal and external customersSuperior communication skills both written and verbalDemonstrate that you can solve customer problems using creative and effective techniquesMaintain confidentiality of sensitive company information and use judgment and tact in applying policies solving problems and communicating standardsOperate computer hardware and software including Microsoft Office Suite and specialized software applicationsAbility to type at least 65 wpm Strong 10-keyStrong mathematical aptitudeOperate a calculator and related office equipmentProven ability to multi-task and handle interruptionsAbility to work flexible hoursWork Environment and Physical Requirements:Vision acuity required to include close vision color vision distant vision and the ability to adjust focusAbility to grasp objects such as a telephone or computer mouse finger dexterity to use a keyboard calculator and standard office equipmentAbility to walk stand reach with hands and arms; stoop kneel crouch and lift up to 25 poundsAbility to frequently sit for long periods of timeAbility to hear and talk both in person and by phoneAbility to spend extended hours in front of a computer screenSalary Description$21.00 - $22.00Required Experience:IC Key Skills Sales Experience,Time Management,Order Management System,Customer Service,Dealership Experience,GM Vehicles,Retail Sales,Tire Service,Automotive Repair,OSHA,Service Writing,Automotive Service Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 21 - 22