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
• Health/Dental Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Referral Bonus
• 401(k)
• 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:

• $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 needs

• Our 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 review
• In Office days to be determined

Job 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 & Change
• Identifies 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 assistance
• Communicates new claims instructions and/or provides claim forms
• Provides simple claims web navigation support
• Returns after hours voicemail messages and/or distributes them to their intended recipients first thing every morning and timely during business hours if messages are received
• Places outgoing follow-up calls to customers and lenders as needed
• Responds to all emails sent directly to you within the same business day of receipt
• Works independently & proactively
• Provides administrative support to GAP department which may include drafting letters checking-in received documents and additional administrative tasks

Email/Document Distribution and Organization:

• Distributes and sorts incoming claims e-faxes locates corresponding claims and places e-faxes into the pending documents sections
• Responds to emails from the general claims inbox locates corresponding claim and places files into pending document sections when applicable
• Opens 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 policies
• Opens new claims upon receipt of new claim documents verifying customer and vehicle matches and date of loss; assign claims to GAP Claims Administrators
• Sends/Mails Final & Closing Notices
• Notifies management if any escalated attorney department of insurance or equivalent files are received

Claims 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 plans

Be a Team Player with Other Departments:

• Supports other teams
• Cross-trains to gain basic knowledge of other departments within our organization
• Shares ideas that may help with organizational productivity

Education and Qualification Requirements:

• 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
• Bilingual in English/Spanish

Preferred Skills and Experience:

• Knowledge and experience within the automotive insurance or auto financing industry
• Proven ability to multitask and handle interruptions
• 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 athe bility 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

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 as 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 long 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