Job Details
Job Description
Description:
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 you're 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, you'll 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. Commesurate 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 3–8 (Through Month 2): Eligible for up to 1 remote day/week (4 days in-office, Mon–Thurs) Weeks 9–26 (Through Month 6): Eligible for up to 2 remote days/week (3 days in-office, Mon–Thurs)
After 6 Months: Eligible for standard 3 remote days/week (2 days in-office, Mon–Thurs), 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 customer’s 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-1’s 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
Requirements:
Education and Qualification Requirements:
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 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
