Bilingual Automotive Claims Customer Service Specialist

At 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 Holidays
• Paid Time Off including Flex Time (40 Hours of additional Paid Time Off) and Volunteer Time
• Health/Dental Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Referral Bonus
• 401(k)
• Monthly Associate Breakfasts
• Reputation Management Program Monetary Prizes for Positive Online Reviews
• Additional associate perks

If 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:

• Starting pay: $19.00 per hour. Comprehensive Benefits Package!

Work schedule:

• Schedule: Monday-Friday 9:30 am - 6:00 pm CST.
• Training Schedule: Monday - Friday 8:00 am - 4:30 pm CST.

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

Job Summary & Objective:

At this time a Bilingual Automotive Claims Customer Service Specialist (Mechanical Claims Customer Service Specialist) is needed to support 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.

*Bilingual English/Spanish Fluency is highly preferred*

*Call Center Customer Service or Claims Processing experience is highly desirable*

*Dealership or Service Background Experience Highly Preferred*

Essential Functions:

Customer Service & Claims Establishment:

• 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 customers contract and answer questions related to coverage
• Place outbound claims calls and communicate follow-up information as needed
• Communicate new web-claims instructions and/or provide claim forms
• Establish new claims and place them in queues for adjudication
• Review and process incoming claim forms and maintenance records
• Review and respond to incoming emails.
• Ensure all claim handling and communication is handled within our desired metrics
• Provide claims web navigation support
• Maintain professional and technical knowledge
• Work independently & proactively
• Assist the Supervisor with various projects

Processing Claim Payments/Reimbursements:

• Accurately enter claim payments in accordance with the authorized amounts and dealers preferred payment methods
• Upon receipt of final invoices/repair orders verify all required information has been provided verify the name and address of the payee and enter payments into our operating system
• Utilize and Promote US Bank Credit Card for most claims reimbursements

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 Education and Experience:

• Bachelors 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

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 the 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 multitask and handle interruptions
• Ability to work flexible hours

Preferred Skills:

• Bilingual- English/Spanish Fluency
• Knowledge and experience within the automotive or insurance industry
• Previous exposure to auto/RV warranties
• Strong understanding of all contracts administered by Portfolio

Work Environment and Physical Requirements:

• Normal office environment
• Ability to frequently sit for long periods of time
• Ability to occasionally walk stand and reach with hands and arms stoop kneel or crouch
• Ability to constantly hear and talk both in person and by phone
• Ability to grasp objects such as telephone or computer mouse finger dexterity to use a keyboard calculator and standard office equipment
• Ability to spend extended hours in front of a computer screen and use close vision distant vision depth perception and adjust focus
• Ability to lift at least 20 pounds