Protective
Customer Support/Operations Generalist (P&C)
BilingualClaimsSupportRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Bilingual Claims Support Representative at Protective. Skills: Claims Support, Customer Service, Claims Administration. Provide support our claims by handling a large volume of claims calls and emails. Opening new claims”
What You'll Achieve.
Maintain 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.
Industry & Context.
Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus, Ability to grasp objects such a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment, Ability to walk, stand, reach with hands and stoop kneel, crouch, and lift up to 25 pounds, Ability to frequently sit for extended periods of time, Ability to spend extended hours in front of a computer screen, Initial training will be conducted onsite at the Strongsville, Ohio office, Monday through Thursday.
What They're Looking For.
Must Have
2+ years of clerical/administrative experience, 2+ years of customer service experience, 2+ years of call center experience
Nice to Have
Bilingual in English/Spanish, Knowledge and experience within the automotive, insurance, or auto financing industry, Proven ability to multi-task and handle interruptions
What You'll Do.
Provide support our claims by handling a large volume of claims calls and emails
Thoroughly and accurately collecting
and reviewing all claim documents
Verifying all requirements have been met
Providing claim status updates
Provide exceptional customer service
Carry out key administrative duties
Perform other related functions as assigned by management
Answer incoming claims calls
identify key information about the customer’s contract and answer questions related to coverage
Communicate new claims instructions and/or provide claim forms
Make outbound calls to collect documents from lienholders
when special assistance is required
Review and respond to incoming emails within the same business date of receipt with a target of 1-business hour from receipt
Ensure all claim handling and communication is handled within our desired metrics
Provide simple claims web navigation support
Maintain all new claims
assigned to you and/or your teammates
which includes reviewing and checking in files
updating checklist based on specifications which includes
updating required fields: date of loss
mileage at date of loss
updating both online status comments and claim notes
sending courtesy notice and customer checklist
Notify management if any escalated attorney
department of insurance
or equivalent files are received
How You'll Work.
Team & Collaboration
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
Communication Scope
Communicate new claims instructions and/or provide claim forms; Review and respond to incoming emails; Maintain professional and technical knowledge; Ability to hear and talk, both in person and by phone
Full Job Description
## Description The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most. The Bilingual Claims Support Representative (GAP & Theft Claims Administrator I) will provide support our claims by handling a large volume of claims calls and emails, opening new claims, thoroughly and accurately collecting, and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. GAP & Theft Claims Administrator I will provide exceptional customer service, carry out key administrative duties and perform other related functions as assigned by management. Work Schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m. EST. Hybrid Work Arrangement: The GAP & Theft Claims Administrator I position follows a hybrid work schedule. Employees will work from home on Tuesday, Thursday, and Friday, and onsite at the Strongsville, Ohio office on Monday and Wednesday. Initial Training Requirements: Initial training will be conducted onsite at the Strongsville, Ohio office, Monday through Thursday. ## Essential Functions Essential Functions: Phone Calls & Customer Service: 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 customer’s contract and answer questions related to coverage. Communicate new claims instructions and/or provide claim forms. Make outbound calls to collect documents from lienholders, insurance companies, or dealers, when special assistance is required. Review and respond to incoming emails within the same business date of receipt with a target of 1-business hour from receipt. Ensure all claim handling and communication is handled within our desired metrics. Provide simple claims web na
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